Customer Success Lead (Temporary)

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

A Customer Success Lead at Tandem is responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers (patients and their support persons and healthcare professionals). This role also determines the need of each contact with the goal of achieving the best resolution.  Customer Success Leads document every call into a Client Relationship Management (CRM) system, and converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. This individual acts as subject matter expert on matters related to technical, sales, or supplies support and handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs.

Customer Success Leads at Tandem also:

• Responds timely to resolve inbound customer calls. May offer chat and outbound call support through the same support line.

• Using approved communication guidelines, responds to customer concerns or inquiries.

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.

• Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations.

• Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.

• Identifies potential health and safety issues with products and follows appropriate internal notification procedures.

• Uses knowledge to propose recommended improvements to customer related processes and materials.

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

• Confirms completion of required training plan before assuming job responsibilities.

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

• Complies with department’s attendance policy.

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

• Ability to handle calls in general CTS or CSS queues as needed.

• Acts as subject matter expert, providing job expertise, mentoring and training.

• Ability to represent Customer Care as needed in the launch of new products and become a subject matter expert.

• Provides second level product support to CTS or CSS Specialists as required, provides job knowledge assist for cases and escalation, as needed.

• Handles customer escalations queue.

• Monitors unresolved tasks (including open cases, retention events, and others), ensuring timely follow up.

• Handles RMA and ensures timely follow up.

• Supports International division with addressing International Distributor troubleshooting needs.

• Supports Tandem’s Social Media team by responding to public and direct engagement across various social platforms. Adheres to communication guidelines and messaging. Performs outreach via phone when allegations are reported. 

• Communicates with existing customers (by phone, text, and email) in response to customer surveys to ensure customer needs are addressed in a timely manner.

• Collaborate with other Tandem departments to support patients regarding our products and services.

WHEN & WHERE YOU’LL WORK:

Remote: This position is fully remote and open to candidates within the United States.  Equipment for the role will be provided and training will occur virtually.

Please note that this a temporary position. As a temporary employee you will be employed through a staff agency partner. Benefits during your temporary assignment may be provided by the staffing agency. Access to Tandem sponsored benefits is contingent upon conversion from temporary to regular full-time status. Conversion is determined based on business need and job performance.  

WHAT YOU’LL NEED:

• High School diploma required.

• 1 year previous experience in a Customer Service required.

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

• Experienced with use of electronic documentation systems preferred.

• Bilingual Spanish/French encouraged.

• Bachelor’s degree in biology or health related field encouraged

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

• Ability to perform work using a CRM tool which requires navigating in an automated system

• Knowledge of HIPAA desired.

• Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support.

• Skilled at presenting complex information in a clear, concise manner to all levels within the department.

• Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.

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

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

• Ability to learn quickly in a fast-paced environment.

• Ability to type at least 55wpm with a high rate of accuracy.

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

• Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.

• Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.

• Skilled at promoting team cooperation and a commitment to team success.

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

• Demonstrates a strong ability to support typical CTS or CSS workload including inbound, outbound, and email queues.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $ 25.67 - $30.00 per hour. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate’s location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts.  You’ll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan.  Learn more about Tandem’s benefits here!

YOU SHOULD KNOW: 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

SPONSORSHIP: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHY YOU’LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and  supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie.  This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table.  But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway.  Because we want you to be you, with us. 

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation.  We are an inclusive organization, and we welcome applications from a wide range of candidates.  Selection for roles will be based on individual merit alone. 

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share! 

APPLICATION DEADLINE: 
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow. 

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