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.comA 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 temporaryposition. 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 S