Customer Sales Support Specialist (Bilingual - French/English)

TL;DR

Customer Sales Support Specialist (Bilingual - French/English): Proactively contact leads, respond to patient and healthcare inquiries, and manage insurance verification and reimbursement documentation to convert leads into qualified opportunities for diabetes therapy products. Focus on front-line phone/email support, CRM documentation, and resolving therapy adoption barriers with an emphasis on insurance language, durable medical equipment policies, and accurate authorization/shipping workflows.

Location: Onsite in Markham, Ontario (Canada)

Salary: CAD 50,900–63,450 per year (base); target earning potential CAD 66,900–79,450 per year

Company

Manufactures and sells the t:slim X2 insulin pump with Control-IQ technology for people living with diabetes.

What you will do

• Proactively manage sales pipeline leads, follow up on inquiries, and convert leads into qualified opportunities.
• Place sales calls to out-of-warranty pump customers and inactive pipeline to support retention and generate new business.
• Support customers through the PIF (Patient Information Form) to ship process and coordinate product shipments.
• Manage insurance verification and reimbursement documentation for assigned regions, including authorization of payment from insured and government-funded plans.
• Handle incoming queue calls and document all interactions, calls, and lead information in the CRM system.
• Meet and exceed monthly goals/KPIs and flex between inside sales and insurance verification responsibilities based on business needs.

Requirements

• Bilingual English/French required.
• 1+ year recent experience in a sales support role interfacing with customers (including telesales/field sales in medical devices or similar) and experience with sales quotas.
• Demonstrated ability to communicate effectively over the phone and resolve customer issues according to department protocols.
• Experience documenting calls by typing while speaking to customers; strong call handling and customer service metrics.
• Computer competency including MS Office, internet, and navigation of CRM systems.
• Bachelor’s degree or equivalent combination of education and applicable job experience.

Culture & Benefits

• Onsite training and equipment provided for the role.
• Monday–Friday schedule, 10:00 AM–6:00 PM EST.
• Work focused on people-first, no-shortcuts approach and a mission-driven diabetes technology environment.
• Equal opportunity employer; encourages applications even if not all criteria are met.

Hiring process

• Apply for the role; selection based on individual merit.