About the Opportunity

As the Customer Service Manager, you will design and oversee our customer support operations. You’ll be at the frontline of our customer interactions, ensuring smooth onboarding, handling inquiries, resolving issues, and maintaining high customer satisfaction. This is a unique opportunity to establish and implement customer service processes from the ground up, build a team, and directly impact our company's success and reputation.

About You

We are looking for candidates who thrive in fast-paced environments, embrace ambiguity, can create frameworks and work products from scratch, can level between micro and macro analysis, possess critical and system thinking abilities, and are detail-oriented

If you’re a customer service professional who thrives in dynamic startup environments and is excited by the opportunity to build a high-impact function from the ground up, we’d love to hear from you! 

Responsibilities include:

• Develop and implement scalable customer service processes, workflows and best practices that meet startup needs.
• Establish KPIs for customer service, including response times, resolution rates, and customer satisfaction.
• Recruit, train, and manage a team of customer support specialists as we grow.
• Serve as the primary point of contact for all non-technical customer inquiries, ensuring timely and accurate responses.
• Resolve customer issues and escalations, ensuring prompt and effective resolution.
• Collect and analyze customer service metrics and feedback to identify trends and areas for improvement. Improve customer service experience based on feedback.
• Ensure all customer interactions comply with regulatory standards (e.g., FDA, ISO).
• Develop and maintain documentation and procedures that align with quality and compliance requirements.
• Work to continuously improve the process to enhance customer experience
• Collaborate with business management and support teams to ensure strong execution, delivery of customer value, and positive business results.
• Establish and measure daily management goals, critical metrics, and performance objectives to drive team focus on improving quality, process, delivery, inventory, and overall customer experience.
• Provide coaching and performance feedback to team of direct reports.
• Authorize data retention and document preparation while adhering to all regulatory compliance and company policies and procedures.
• Provide regular reports to senior management on customer service trends and team performance.
• Implement and process customer purchase orders and tracking of goods to customer site to complete invoicing.
• Works with business units, logistics, carriers, and service coordination teams to ensure on-time product delivery.

Desired skills and experience:

• 5+ years of experience in customer service, ideally in a medical device, healthcare, or startup environment.
• Experience building and leading customer service teams is strongly preferred.
• Strong communication and interpersonal skills, with a customer-first attitude.
• Ability to develop processes and work effectively in a fast-paced, startup environment.
• Analytical skills to track performance metrics and identify opportunities for improvement.
• Proficiency in customer relationship management (CRM) and Enterprise Resourcing Planning (ERP) tools; experience with customer support software is a plus.
• Passion for MedTech, robotics, and delivering exceptional customer experiences.
• Familiarity with regulatory and compliance requirements in the medical device industry is a strong advantage.

Education: 

• Bachelor’s degree in Business, Healthcare, or a related field is preferred.