Customer Success Lead – Temporary

This is a fully remote position, open to applicants in United States.

📋 Description

• Responsible for addressing and documenting customer technical inquiries through phone calls, chat messages, and emails from both prospective and current clients.

• Assesses the needs of each contact with the aim of achieving the most effective resolution.

• Records every communication in a Client Relationship Management (CRM) system.

• Engages with customers in an empathetic and supportive manner to provide the most accurate information regarding their issues.

• Serves as a subject matter expert on technical, sales, or supplies support and manages all calls in accordance with relevant regulatory requirements as specified by departmental Standard Operating Procedures (SOPs).

• Responds promptly to resolve incoming customer calls.

• May provide chat and outbound call support through the same support line.

• Utilizes approved communication guidelines to address customer concerns or inquiries.

• Exhibits sound judgment in selecting methods and techniques for finding solutions to customer requests.

• Capable of working in a technical environment to offer solutions and services to customers, even in stressful situations.

• Employs training materials and process flow charts to ensure accurate and comprehensive documentation of customer contact calls and emails within the CRM system.

• Identifies potential health and safety issues with products and adheres to internal notification procedures.

• Leverages knowledge to suggest improvements to customer-related processes and materials.

• Acts as a customer advocate to represent customer needs internally.

• Confirms completion of the required training plan before taking on job responsibilities.

• Consistently meets or surpasses relevant Customer Care metrics, which may include accuracy, call monitoring, and schedule adherence.

• Adheres to the department’s attendance policy.

• Ensures work is conducted in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety standards.

• Capable of handling calls in general CTS or CSS queues as necessary.

• Provides second-level product support to CTS or CSS Specialists as needed.

⛳️ Requirements

• High School diploma is mandatory.

• At least 1 year of prior experience in Customer Service is required.

• A minimum of 1 year of experience in a Tandem Customer Technical Support or Customer Sales Support role is preferred.

• Familiarity with electronic documentation systems is preferred.

• Bilingual proficiency in Spanish/French is encouraged.

• A Bachelor’s degree in biology or a health-related field is encouraged.

• Ability to read and follow flow diagrams, scripts, and work with decision trees.

• Proficient in using a CRM tool, which requires navigating an automated system.

• Knowledge of HIPAA regulations is desired.

• Excellent verbal and written communication skills to convey product information via telephone, chat, and email to patients and healthcare support.

• Skilled in presenting complex information clearly and concisely to all levels within the department.

• Capable of consistently contributing to team initiatives in a thorough and timely manner.

• Able to respond to changing situations in a timely, calm, and confident manner.

• Computer proficiency, including MS Office, Internet, and navigation of customer relationship management (CRM) systems.

• Quick learner in a fast-paced environment.

• Ability to type at least 55 words per minute with a high level of accuracy.

• Flexibility to work shifts including weekends, holidays, and beyond regularly scheduled hours as needed.

• Strong critical thinking skills to apply known concepts to solve new or different problems.

• Capable of asserting own ideas and persuading others by effectively consolidating, evaluating, and presenting relevant information.

• Proficient in promoting team cooperation and commitment to team success.

• Demonstrated experience in successfully assisting, mentoring, and training others.

• Exhibits a strong capacity to manage a typical CTS or CSS workload, including inbound, outbound, and email queues.

🏝️ Benefits

• Health care benefits such as medical, dental, and vision are available from your first day.

• Health savings accounts and flexible spending accounts are offered.

• 11 paid holidays each year.

• Minimum of 20 days of paid time off, with accrual starting from day 1.

• Access to a 401k plan with company match.

• Employee Stock Purchase plan available.