Customer Success Lead (Medtech)

TL;DR

Customer Success Lead (Medtech): Providing technical support and documentation for diabetes technology users and healthcare providers with an accent on high-quality issue resolution and regulatory compliance. Focus on mentoring team members, handling complex escalations, and improving customer-facing processes.

Location: Remote (Must be based in the United States)

Salary: $25.67 - $30.00 per hour

Company

hirify.global is a leader in diabetes technology, specializing in advanced insulin pump systems like Tandem Mobi and t:slim X2.

What you will do

• Respond to technical inquiries via phone, chat, and email from patients and healthcare professionals.
• Document all interactions in the CRM system following SOPs and regulatory requirements.
• Serve as a subject matter expert for technical, sales, and supplies support.
• Mentor and train other support specialists, handling second-level escalations.
• Manage RMA processes and support international distributors.
• Collaborate with the social media team to handle public engagement and outreach.

Requirements

• High School diploma and 1+ year of customer service experience.
• Must be authorized to work in the U.S. (no sponsorship provided).
• Ability to type 55+ wpm and navigate CRM tools.
• Flexibility to work shifts including weekends and holidays.
• Knowledge of HIPAA and ability to follow complex decision trees.

Nice to have

• Experience in Tandem Customer Technical or Sales Support.
• Bachelor's degree in biology or a health-related field.
• Bilingual proficiency in Spanish or French.

Culture & Benefits

• Health, dental, and vision insurance available from day one.
• HSA and FSA options.
• 20 days of PTO and 11 paid holidays per year.
• 401k plan with company match and Employee Stock Purchase plan.
• Professional growth opportunities with the potential for conversion to regular full-time status.