Modular Medical (Nasdaq: MODD) makes Pivot, a tubeless insulin patch pump built to be simple to learn, easy to live with, and affordable. Pivot is FDA-cleared and now shipping in the U.S. — and we’re building our patient support function from scratch.
That’s this job. Reporting to our Chief Commercial Officer, you’ll stand up our customer care operation: select and launch our outsourced support partner, write the scripts and playbooks, build out Salesforce, own complaint handling, and lead the team that runs it all.
Identify, contract, and launch our customer support partner — then lead and coach that team
Call scripts, staffing model, policies, and best practices for customer service operations
Metrics and reporting on team performance, resolution times, and customer satisfaction
Primary escalation point for all customer service and support issues
Salesforce CRM buildout, work instructions, and integration with NetSuite
Complaint tracking, resolution, and documentation in line with medical device regulations
New patient training, coordinated with our clinical team
Customer feedback loops back into product development and quality
5+ years in customer service in medical device or healthcare, including 2+ years leading a team
Complaint handling experience, including regulatory requirements and industry standards
Salesforce experience (Service Cloud a plus)
Exceptional written and verbal communication, with a customer-first instinct
Comfort building process from scratch, and managing competing priorities while you do it
Nice to have: diabetes or insulin pump experience, HIPAA-compliant environments, NetSuite, QMS, start-up experience, bachelor’s degree.
Onsite in San Diego. Occasional lifting up to 35 lbs. Flexibility to work shifts outside regular hours, including some weekends and holidays. The salary range for this role is $90,000 – $120,000, depending on experience and qualifications.
Modular Medical, Inc. is an Equal Opportunity Employer. This company does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Originally posted by Modular Medical. View original posting
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