The RoleAs our Customer Care Manager, you own what happens when a Pivot user needs help - the first call, the confused first week, the alarm nobody expected, the complaint that has to be documented correctly.
You will select, contract, and launch our external customer support partner, then build the operation around it: the call scripts, the staffing model, the escalation path, the complaint-handling discipline, the Salesforce backbone, and the metrics that tell us whether any of it is working. You9ll lead and coach the team that delivers it, and partner with our clinical group on how new patients are trained on the insulin delivery system.
This is an onsite San Diego role with real ownership. You will not be handed a finished playbook. You will write it.
What You9ll DoStand up the customer care function- Identify, contract, and launch our external customer support partner - then grow the operation as the patient base grows.
- Develop call scripts that address customer inquiries clearly and consistently.
- Assess staffing needs so patient and customer communications are always answered in time.
- Create and implement the best practices, policies, and procedures that customer service operations run on.
Lead and coach the team- Lead and coach the customer care team on patient interactions, product knowledge, and complaint resolution - beginning with an external, contracted support partner organization.
- Serve as the primary escalation point for customer service and support-related issues.
- Create and report the metrics that track team performance and customer satisfaction.
Build the Salesforce backbone- Contribute to the development of a world-class Salesforce CRM platform.
- Write work instructions that optimize customer interactions and team efficiency.
- Support the integration of Salesforce with other business systems, including NetSuite.
- Generate reports that track team performance and resolution timelines.
Handle complaints with rigor- Support the resolution of customer issues related to product quality, performance, and safety, ensuring adherence to medical device regulations.
- Track, process, and analyze customer complaints for timely resolution and proper follow-up.
- Ensure accurate, complete documentation of all customer complaint data.
Close the loop across the company- Partner with our clinical teams so patients are properly trained on the insulin delivery system, and work with them to meet business needs around new patient user training.
- Work cross-functionally to resolve patient, customer, and product-related concerns, and carry customer feedback to the teams who can act on it - guiding product development and quality improvements.
- Build the surveys and feedback tools that tell us what customers actually need, and identify the process improvements that make service faster and better as we scale.
What You BringRequired- At least 5 years of customer service experience in the medical device or healthcare industry.
- Minimum 2 years of leadership experience in customer service or technical support.
- Complaint handling experience - including knowledge of the regulatory requirements and industry standards behind it.
- Salesforce experience - the platform this function will be built on.
- Exceptional written and verbal communication, with a strong customer-first focus.
- Strong problem-solving skills and real attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- Proven leadership skills - the ability to mentor and guide a team while maintaining a high standard of customer service.
Preferred- Bachelor9s degree.
- Experience in the diabetes industry or with insulin pump technology.
- Salesforce Service Cloud.
- Previous experience in a HIPAA-compliant environment.
- Strong technical aptitude with medical devices and troubleshooting.
- A track record of establishing processes and procedures inside a start-up.
Tools you9ll use- Salesforce and NetSuite; Quality Management Systems (QMS); and Microsoft Office (Word, Excel, PowerPoint, Outlook).
Where and How You9ll Work- Onsite in San Diego, California.
- Travel up to 10%.
- Must be able to sit or stand for extended periods and occasionally lift and/or move up to 35 pounds.
- Flexibility to work various shifts, including weekends, holidays, and hours beyond a regularly scheduled day.
CompensationThe base salary range for this position is $90,000 - $120,000 annually. Actual compensation will be determined by experience, qualifications, and internal equity, and is one component of a total rewards package that includes health and welfare benefits, paid time off, and equity participation.
Why This OneMost customer care roles mean inheriting a queue, a script, and a set of metrics somebody else chose. This one means deciding what good support looks like for a product built specifically for people who were told pumps weren9t for them - and then building it from the ground up.
If you have spent your career watching people give up on a device because nobody picked up the phone or nobody followed through, this is the role where you get to do something about it.
