Customer Success Lead – Temporary

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $25 - $30 / hour

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Tandem Diabetes Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔧 Hardware

☁️ SaaS

👥 B2C

Hardware • SaaS • B2C

Tandem Diabetes Care is a medical device company that designs and manufactures insulin pumps and automated insulin delivery systems powered by its Control-IQ+ predictive algorithm. Its products, including the t:slim X2 and Tandem Mobi, integrate with continuous glucose monitors and compatible smartphones, support remote software updates, and are accompanied by mobile and cloud-based applications, training, and 24/7 support to help people manage insulin therapy.

📋 Description

• Responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers • Determines the need of each contact with the goal of achieving the best resolution • Document every call into a Client Relationship Management (CRM) system • Converse with customers in an empathetic and supportive manner to promote the most precise information relating to the issue • Acts as subject matter expert on matters related to technical, sales, or supplies support and handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs • Responds timely to resolve inbound customer calls • May offer chat and outbound call support through the same support line • Using approved communication guidelines, responds to customer concerns or inquiries • Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests • Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation • Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system • Identifies potential health and safety issues with products and follows appropriate internal notification procedures • Uses knowledge to propose recommended improvements to customer related processes and materials • Acts as a customer advocate to represent customer needs internally • Confirms completion of required training plan before assuming job responsibilities • Consistently meets or exceeds relevant Customer Care metrics which may include accuracy, call monitoring, and schedule adherence requirements • Complies with department’s attendance policy • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements • Ability to handle calls in general CTS or CSS queues as needed • Provides second level product support to CTS or CSS Specialists as required

🎯 Requirements

• High School diploma required • 1 year previous experience in a Customer Service required • 1 year of experience in a Tandem Customer Technical Support or Customer Sales Support role preferred • Experienced with use of electronic documentation systems preferred • Bilingual Spanish/French encouraged • Bachelor’s degree in biology or health related field encouraged • Ability to read and follow flow diagrams, scripts, and work with decision trees • Ability to perform work using a CRM tool which requires navigating in an automated system • Knowledge of HIPAA desired • Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support • Skilled at presenting complex information in a clear, concise manner to all levels within the department • Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner • Able to react to changing situations in a timely, calm, and confident manner • Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems • Ability to learn quickly in a fast-paced environment • Ability to type at least 55wpm with a high rate of accuracy • Flexibility to work shifts including weekends, holidays and beyond regularly scheduled workday as needed • Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems • Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information • Skilled at promoting team cooperation and a commitment to team success • Demonstrated experience successfully assisting, mentoring, and training others • Demonstrates a strong ability to support typical CTS or CSS workload including inbound, outbound, and email queues

🏖️ Benefits

• Health care benefits such as medical, dental, vision available your first day • Health savings accounts and flexible saving accounts • 11 paid holidays per year • A minimum of 20 days of paid time off (with accrual starting on day 1) • Access to a 401k plan with company match • Employee Stock Purchase plan