Welcome to nexahire – Pioneering the Future of Clinical Trial Technology

At nexahire, we’re not just a technology company; we’re a movement dedicated to accelerating medical breakthroughs through cutting‑edge software solutions. Our flagship platform empowers researchers, clinicians, and regulatory teams worldwide to design, execute, and analyze clinical trials with unprecedented speed, accuracy, and compliance. By marrying advanced data analytics with intuitive user interfaces, we help bring life‑saving therapies from the lab to the patient faster than ever before.

We’re looking for a highly motivated, customer‑centric professional to join our global support team as a Remote Customer Service Agent. In this role, you’ll be the frontline advocate for our users, ensuring they experience the full value of nexahire’s platform while driving continuous improvement across our product ecosystem.

Why nexahire?

• Impactful Mission: Every interaction you handle directly supports the development of new treatments that can change lives.
• Innovative Culture: We celebrate curiosity, experimentation, and data‑driven decision making.
• Global Reach: Work with a diverse, international team and customers from every continent.
• Career Growth: Structured learning paths, mentorship, and cross‑functional projects accelerate your professional trajectory.
• Work‑Life Harmony: Flexible schedules, remote work, and a supportive environment keep you energized and focused.

Job Overview

• Position: Remote Customer Service Agent – 2nd/3rd Shift
• Employment Type: Full‑time, permanent
• Start Date: Immediate openings available
• Location: Work from Home (anywhere in the United States)
• Compensation: Competitive base salary plus performance‑based incentives
• Benefits: Comprehensive medical, dental, vision, 401(k) with matching, paid time off, and more (see below)

Key Responsibilities

As a Remote Customer Service Agent at nexahire, you will:

• Deliver expert, empathetic support to users of our clinical trial software, ensuring a seamless, high‑quality experience.
• Diagnose and resolve technical issues quickly, using a structured approach that balances speed with thoroughness.
• Communicate clearly and professionally via phone, email, and chat, translating complex technical concepts into user‑friendly language.
• Document all interactions in our ticketing system, maintaining accurate, up‑to‑date records for future reference.
• Collaborate with cross‑functional teams (Product, Engineering, QA, Training) to identify recurring issues and propose actionable improvements.
• Participate in continuous learning initiatives, including product training, industry webinars, and internal knowledge‑sharing sessions.
• Adhere to nexahire’s quality standards, service level agreements (SLAs), and compliance requirements.
• Contribute to the creation and refinement of support documentation, FAQs, and self‑service resources.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of experience in a technical support or customer service role, ideally within the healthcare or SaaS industry.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with SharePoint or similar collaboration platforms.
• Strong analytical and problem‑solving skills, with a calm, methodical approach to troubleshooting.
• Excellent written and verbal communication skills in English; bilingual candidates (Spanish, French, Mandarin, etc.) are highly encouraged.
• Demonstrated ability to work independently, manage time effectively, and prioritize tasks in a fast‑paced environment.
• Experience with remote support tools (Zendesk, Intercom, Jira, or similar) is a plus.
• Passion for customer success and a genuine desire to help users achieve their goals.

Preferred Qualifications

• Prior experience supporting clinical trial software or other regulated medical devices.
• Knowledge of regulatory frameworks such as FDA 21 CFR Part 11, GxP, or ISO 13485.
• Experience with data analytics tools (SQL, Tableau, Power BI) or data‑driven troubleshooting.
• Previous exposure to agile development cycles and sprint planning.
• Certification in customer service or technical support (e.g., ITIL, CompTIA A+).

Skills & Competencies

• Technical Acumen: Ability to understand software architecture, user workflows, and data pipelines.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem Solving: Logical, step‑by‑step troubleshooting with a focus on root cause analysis.
• Adaptability: Comfortable with evolving processes, new tools, and shifting priorities.
• Collaboration: Team player who thrives in cross‑functional environments.
• Customer‑First Mindset: Commitment to exceeding user expectations and turning challenges into opportunities.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality.

Career Growth & Development

At nexahire, we believe that your growth fuels our success. When you join our support team, you’ll benefit from:

• Structured Onboarding: A six‑month hybrid training program that blends live instruction, hands‑on labs, and mentorship.
• Mentorship: Pairing with a senior support engineer or product specialist to guide your learning.
• Professional Development: Access to industry conferences, certification courses, and internal workshops.
• Career Pathways: Opportunities to transition into Product Management, Quality Assurance, or Technical Writing roles.
• Leadership Tracks: For high performers, a clear path to Team Lead or Manager positions.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible 2nd/3rd shift schedules that fit your lifestyle.
• Regular virtual team huddles, town halls, and informal coffee chats.
• A culture that values continuous learning, experimentation, and constructive feedback.
• Inclusive policies that celebrate diversity and foster belonging.
• Access to cutting‑edge tools and a modern, ergonomic home office stipend.

Compensation & Benefits

• Competitive Base Salary: Market‑aligned pay with quarterly performance bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision plans with low employee cost.
• Retirement Planning: 401(k) with up to 6% employer match.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday calendar.
• Professional Growth: Reimbursement for certifications, conferences, and continuing education.
• Wellness Programs: Virtual fitness classes, mental health resources, and wellness stipends.
• Remote Work Perks: Home office allowance, high‑speed internet stipend, and ergonomic equipment support.

How to Apply

Ready to make a tangible impact on global health while advancing your career? Click the button below to submit your application and join the nexahire family.

We look forward to welcoming you to a team that’s redefining the future of clinical research. Together, we’ll turn data into discoveries and support the next generation of life‑saving therapies.