Leads overnight customer success and technical support operations for clinical projects. Provides escalations, mentoring, ticket auditing, SLA and quality monitoring, process improvements, and cross-functional coordination. Handles participant and clinician support, device and platform troubleshooting, compliance alerts, data collection, inventory orders, and ticket resolution. Also performs clinical research coordination activities, including virtual visits, data entry, query resolution, training, participant recruitment, and communication with clinical and sponsor teams.

Provides front-line customer success and technical support to patients, clinicians, and clinical study participants. Responsibilities include resolving hardware, software, and platform issues; managing support tickets, calls, and emails; reviewing compliance alerts and data quality; processing customer orders; and escalating issues as needed. The role also supports clinical research coordination through virtual study visits, protocol procedures, data entry, query resolution, participant recruitment and retention, and collaboration with clinical research stakeholders.