Customer Care Manager

Modular Medical Inc•San Diego, CA

20d•$90,000 - $120,000•Onsite

About The Position

Diabetes care for the rest of us. Roughly three out of four adults who take insulin have never used a pump. Not because the technology doesn’t work — but because it has been too expensive, too complicated, or too overwhelming. Modular Medical built Pivot™ for those people: the “almost-pumpers.” Pivot is a tubeless insulin patch pump with a full 3 mL removable cartridge and a deliberately simple interface, cleared by the FDA in April 2026 and now shipping to endocrinology practices across the country. It is only the second fully tubeless pump on the U.S. market. Our founder, Paul DiPerna, previously founded Tandem Diabetes and designed the t:slim — he started this company to solve the access problem the last one didn’t. As 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. You’ll 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.

Requirements

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.

Nice To Haves

Bachelor’s 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.

Responsibilities

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 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.
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.
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.
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.