Job Description
We develop technologies at the intersection of wearable devices, precision medicine, and life-saving therapeutics. Our first product -- funded by Google Ventures and Third Rock Ventures -- aims to redefine treatment of sudden cardiac death. Come join our growing team of engineers, successful entrepreneurs, and medical device professionals if you are interested in making a real difference in patients' lives and shaping the future of med tech in Silicon Valley.
Summary of Role:
Reporting to the Chief Medical Officer, the Director, Customer Support, will establish the footprint including systems, structure, protocols, and customer interaction at Element Science. A strong candidate will have a combination of strength and experience from both a technical and clinical perspective.
Responsibilities:
- Hands on customer support and department planning through clinical trials
- As the department grows, responsibility for Support team management, including hiring, productivity, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training
- Mentor, lead, and grow a support team
- Ensure any escalated issues are resolved quickly with high customer satisfaction and engage with customers when needed
- Collaborate with Engineering, Product, and Clinical team to resolve customer issues rapidly
- Continue to speed up resolution times through accountability, enablement, launching tools, and building the right processes
- As the company grows, drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
- Develop and implement processes and tools as the framework for the support organization
Qualifications:
- Advanced Degree in scientific discipline (Cardiovascular training a bonus)
- A minimum of 10+ years of medical device customer care, 5+ years in a leadership role
- Outstanding team management, coaching, and mentoring skills
- Experience managing a distributed team of 20+ Customer Support or Technical Support Specialists
- Lead Support operations and measure success through customer support metrics and KPIs
- Demonstrated proficiency in required software (MS Word, Excel, Outlook, Project, Power Point) and computer skills.
- Excellent interpersonal skills, strong written and verbal communication/presentation skills necessary to meet the needs of various audiences
- Able to problem solve and use good judgement
- Exceptional communication and people management skills
