Job Description
Job Description
A medical diagnostics manufacturer specializing in the research, development, and manufacturing of rapid molecular PCR diagnostic devices is seeking a Customer Service Manager on a full time, direct hire basis. The Customer Service Manager will build and lead the customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients. This role is equal parts hands-on case leadership and builder—scaling support operations, managing escalations, and partnering cross-functionally as the company transitions from R&D to full-scale commercialization.
The Customer Service Manager will be responsible for, but not limited to:
- Implementing and continuously improving end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment.
- Owning day-to-day execution of customer support operations, including coverage schedules and peak-volume planning.
- Establishing clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.
- Handling complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution.
- Coordinating cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.
- Partnering closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
- Ensuring customer-facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient-impacting workflows.
- Recruiting, training, coaching, and managing a growing team of customer service representatives.
- Building a culture of customer focus, accountability, urgency, and continuous improvement.
- Maintaining and growing knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
- Building dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data.
- Supporting new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value.
- Providing structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.
Key Performance Indicators (KPIs)
- Response: Speed to first response and time-to-resolution by case type.
- Quality of Resolution: First-contact resolution, reopen rate, escalation rate, documentation completeness.
- Customer Outcomes: Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
- Complaint Execution: Complaint cycle time and on-time closure in alignment with Quality processes.
- Operational Health: Backlog/aging, staffing coverage, and readiness to support launch growth.
Requirements:
- Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
- Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment).
- Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment.
- Working knowledge of diagnostic / laboratory workflows.
- Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment.
- Excellent written and verbal communication skills—able to translate technical and clinical concepts into clear, empathetic guidance.
- Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting.
Preferred Qualifications
- Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers.
- Direct experience with complaint handling and cross-functional quality investigations.
- Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations).
Work Environment
- Onsite in Santa Ana, CA with regular onsite presence to partner with operations and support launch readiness.
- Fast-paced startup environment with cross-functional exposure and ownership.
- In-person position that requires working indoors at a computer station.
Compensation & Benefits
- Base Salary Range: $75,000 – $95,000
- Benefits Include:
-
- Eligible for incentive stock options
- 13 company-paid holidays plus generous vacation and sick days
- Daily on-site free lunch, snacks, and drinks (when at corporate HQ)
- 100% employer-paid medical insurance for employee coverage (base plan)
- 401(k) with company match
- Education assistance program
- Monthly socials and employee events
- Employee discounts (theme parks, movies, hotels, rental cars)