Job Description

About Sequel Med Tech:

Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices.

Job Overview

The Vice President of Customer Service will lead and build our customer service department from the ground up. As VP of Customer Service, you will play a pivotal role in shaping the company\'s customer service strategy, enhancing customer experiences, and driving customer satisfaction.

Job Responsibilities and Essential Duties

\xc2\xb7 Develop and execute a comprehensive customer service strategy aligned with the company\'s vision, values, and business objectives. Collaborate with the executive team to set customer service goals and performance metrics.

\xc2\xb7 Establish and lead the customer service department, defining its structure, roles, and responsibilities, and hiring a team of skilled customer service professionals to provide exceptional support to our customers.

\xc2\xb7 Establish and optimize customer support processes, including call center operations, ticketing systems, and escalation procedures, to ensure efficient and effective issue resolution.

\xc2\xb7 Develop and implement customer service policies and procedures to ensure consistent and efficient handling of customer inquiries, feedback, and complaints.

\xc2\xb7 Gather and analyze customer feedback and data to identify trends and areas for improvement and provide insights to relevant departments to drive product enhancements and business decisions.

\xc2\xb7 Oversee the development of customer training and education programs to empower customers with the knowledge and skills to utilize our medical devices effectively.

\xc2\xb7 Establish processes for handling customer complaints and ensure timely resolution of issues to maintain high levels of customer satisfaction.

\xc2\xb7 Define and track key customer service metrics to measure the effectiveness of customer service initiatives and drive continuous improvement.

\xc2\xb7 Collaborate closely with other departments, including R&D, Quality Assurance, Sales, and Marketing, to provide valuable customer insights and support company-wide initiatives.

\xc2\xb7 Manage the customer service budget efficiently, optimizing allocation of resources to provide exceptional service while adhering to budgetary guidelines.

\xc2\xb7 Ensure customer service practices comply with relevant medical device regulations and quality standards.

Minimum Requirements

\xc2\xb7 Bachelor\xe2\x80\x99s degree in Business Administration, Healthcare Management, or a related field.

\xc2\xb7 12+ years of progressive experience in customer service leadership roles, with a proven track record of building and leading customer service departments in startup or fast-paced environments.

Required Knowledge, Skills and Abilities

\xc2\xb7 Demonstrated experience in navigating the challenges and opportunities of a startup environment, with the ability to thrive in a dynamic and entrepreneurial culture.

\xc2\xb7 In-depth knowledge of customer service best practices, including experience in medical device or healthcare-related industries.

\xc2\xb7 Strong commitment to providing exceptional customer experiences and a deep understanding of customer needs and expectations.

\xc2\xb7 Exceptional leadership and team management abilities to build and motivate a high-performing customer service team.

\xc2\xb7 Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders.

\xc2\xb7 Strong analytical and data-driven decision-making skills to interpret customer data and insights.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Sequel Medical Technology