Customer Support Manager

Customer Support Manager

At Ascent, we partner with some of the fastest-growing technology companies in the world - businesses whose innovative technologies have the potential to drive meaningful change and tackle some of society's most significant challenges.

We are currently seeking a Customer Support Manager for our business partners at Eupry. Founded in Denmark in 2014, Eupry is redefining how leading life science companies validate, monitor, and document temperature and humidity. Through their Compliance as a Service model, Eupry replaces outdated legacy systems with a fully digital, IoT-driven approach, and is the first in the world to offer continuous temperature mapping across warehouses, transport, and production environments.

As Eupry’s customer base grows globally, so does the need for a support function that can scale intelligently. This is a leadership role with a clear mandate: set the direction for how Eupry delivers customer support, build the processes and tools to do it well, and use AI-enabled solutions to stay ahead of volume and complexity. You will own the support experience end to end – from ticket resolution to the systems and workflows that make it possible.

Why Join Us?

• Shape the Function: This is not a role where you inherit a playbook. You play a central part in defining what great customer support looks like at Eupry. The processes, the priorities, the tools, and the team culture. You have real ownership and the mandate to build it your way.
• Lead with AI: Eupry is serious about using AI to transform how support operates. You get to identify, implement, and iterate on AI-driven solutions for ticket handling, knowledge management, and proactive support – not as a side project, but as a core part of how the function is built.
• Regulated, High-Stakes Domain: Eupry’s clients operate in pharmaceutical and life science environments where uptime and accuracy are non-negotiable. You work with customers who care deeply about quality, and who notice the difference between generic support and a team that understands their world.

The Role

• Own and develop Eupry’s customer support function, setting the strategic direction for how support is structured, measured, and delivered across markets.
• Lead and develop the support team, ensuring the right competencies, workflows, and culture are in place to deliver a consistently excellent customer experience.
• Identify, implement, and continuously improve AI-enabled tools and workflows for ticket management, self-service, and proactive support.
• Establish and maintain support processes and escalation paths that align with the expectations of regulated life science customers.
• Serve as the voice of the customer internally, translating support trends, friction points, and recurring issues into actionable insights for Eupry’s product and engineering teams.
• Collaborate cross-functionally with Customer Success, Professional Services, and the commercial organization to ensure a seamless end-to-end client experience.
• Track, report, and act on key support metrics, using data to drive continuous improvement and to demonstrate the value of the support function to the wider business.

What we seek in you

1. Support Leadership: We seek a profile who has a clear point of view on what excellent customer support looks like in a SaaS environment, and who can translate that into direction and priorities for a team. You set the standard, build the structure to sustain it, and make sure your team knows what good looks like and how to get there. In a small, growing team, you are ready to be hands-on yourself when that is what it takes.
2. Regulated Customer Understanding: We seek a profile who understands that supporting life science customers is different. Response quality matters more than response speed alone, and compliance context shapes what “good” looks like. You do not need deep GxP expertise, but you must have the instinct to understand your customers’ environment and ensure your team does too.
3. AI-Enabled Support: We seek a profile who sees AI as a real opportunity to rethink how a growing customer base is supported. You are curious about what AI-driven tools can do for support operations, and you have the initiative and confidence to experiment, test, and implement solutions that genuinely improve how customers are served. What matters is not that you have done it before, but that you think this way and are ready to act on it.
4. Process Builder: We seek a profile who thrives on creating structure. You design support workflows, define escalation logic, build knowledge bases, and establish the metrics that tell you whether things are working. You are systematic without being rigid and you build processes that can evolve as the business grows.
5. Entrepreneurial Mindset: We are entrepreneurs by heart, and the profile we seek thrives in a scaleup environment. You are comfortable owning a function end to end, making decisions with imperfect information, and iterating fast. You do not wait for a playbook; you write it.

Practicalities

• Location: Eupry's headquarters in Copenhagen, Denmark, or in the US in Raleigh, North Carolina.
• Competitive total compensation and a comprehensive benefits package.
• Travel as needed for client engagements and coordination with Eupry's global organization.
• Ready when you are. Start as soon as possible.

We believe that diverse perspectives help us build better products with greater global potential. We welcome all who are interested to apply or reach out for a conversation.

You are very welcome to contact us if you have questions about the position. Contact Managing Partner at Ascent Consulting Group, Emil Daniel Christensen at ***email_hidden***