Senior Customer Service Manager

NeuroPace•Mountain View, CA

6d•Onsite

About The Position

As Senior Customer Service Manager, you'll lead the team that serves as the dependable link between NeuroPace, our patients, and the healthcare providers and sales teams who rely on the RNS System every day. You'll oversee the day-to-day work that keeps orders, accounts, and device records accurate and on time, while partnering closely with our Field Team to keep inventory and logistics running smoothly — and you'll coach and develop the representatives who make that happen. You'll also make sure customer complaints and field safety events are captured and escalated the moment they arise, because for a company whose patients depend on an implanted device, that vigilance is part of the job. This role is a great fit for someone who leads with empathy, builds strong teams, and takes real pride in getting the details right — because for our patients, those details matter.

Requirements

5+ years of experience in a customer service environment, including 2+ years in a supervisory or team-lead role.
Proven ability to lead, coach, and develop a team, including conducting performance reviews and delivering constructive feedback.
High school diploma or equivalent required; associate's degree or higher preferred.
Experience with medical devices or similarly regulated products preferred, including working knowledge of applicable FDA regulations related to customer service and complaint handling.
Strong interpersonal, written, and verbal communication skills, with genuine empathy for the people you're supporting and leading.
Proven ability to multitask and stay accurate under month-end and quarter-end deadlines, for yourself and your team.
Sharp analytical, problem-solving, and organizational skills, with a strong collaborative mindset.
A continuous-improvement mindset — you naturally look for ways to automate manual work and simplify processes.
Proficiency with Salesforce, Excel, Word, and Outlook.
Working knowledge of ERP systems strongly preferred.

Nice To Haves

associate's degree or higher preferred
Experience with medical devices or similarly regulated products preferred
Working knowledge of applicable FDA regulations related to customer service and complaint handling
Working knowledge of ERP systems strongly preferred

Responsibilities

Hire, train, coach, and manage performance for a team of Customer Service Representatives, setting clear expectations and providing regular, constructive feedback.
Monitor team workload, service levels, and key performance metrics (order accuracy, response time, customer satisfaction), adjusting staffing and priorities as needed.
Serve as the escalation point for complex customer, order, or inventory issues that require managerial judgment or cross-departmental coordination.
Foster a collaborative, accountable team culture aligned with NeuroPace's mission and values.
Oversee pricing, delivery, and order information provided to customers, ensuring orders are processed accurately from receipt through invoicing.
Ensure new customer accounts, pricing records, and related documentation are set up and maintained correctly.
Guide the team in resolving customer questions, requests, and complaints, stepping in on situations that require deeper analysis or judgment.
Partner with Marketing, Legal, Regulatory, and Finance to prepare order-management, pricing, and customer-support processes ahead of new product launches.
Ensure accurate entry and maintenance of device implant records for the lifetime of each patient and device — work that directly supports patient safety and long-term care.
Ensure customer complaints and field safety events are collected, documented, and escalated promptly to the appropriate quality, regulatory, and management channels in accordance with company procedure and applicable FDA regulations.
Oversee the team's role as liaison between the Field Team (Therapy Consultants and Field Clinical Engineers) and internal departments, including follow-up on pending purchase orders.
Oversee field trunk inventory management, including audits, transfers between field team members, and resolution of discrepancies.
Ensure Return Goods Authorizations (RGAs) are initiated and followed through to completion.
Own departmental work instructions and procedures, keeping them current and consistent.
Partner with IT and other internal departments to maintain and enhance the systems supporting sales, invoicing, and inventory management; benchmark best practices and analyze data to identify improvement opportunities.
Identify and lead process-improvement initiatives, including automating manual tasks and streamlining workflows to save time, reduce errors, and improve the customer experience.
Take on additional projects and responsibilities as priorities evolve.