Director, Customer Support

Element Science

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/29/2020
  • Website: elementscience.com
  • Company Address: 200 Kansas Street Suite 210, San Francisco, CA, 94103

About Element Science

Element Science is a San-Francisco based medical device and digital health start-up that develops lifesaving wearable solutions designed to deliver an outstanding experience. By putting the patient first, we seek to redefine what lifesaving medical devices can be. Our approach is founded on combining user-centric design, a rigorous approach to medical device development, and the integration and application of data science and machine learning. Our focus is on developing solutions that address leading causes of death and hospitalization due to heart disease.

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

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.