Customer Service Lead

Who We Are

Join us on our mission to democratize access to the abundance of health information in the human eye! Here at identifeye HEALTH Inc., we’re pioneering a new branch in diagnostics between laboratory medicine and radiology, that will enable regular non-invasive health monitoring for both ocular and systemic diseases. 

We believe in empowering the individual by building approachable and intuitive products to provide personalized health insights to each and every patient. Our products are portable, affordable, easy to use and connected devices for early disease detection and monitoring.

We are born from 4Catalyzer - a rapidly growing health-tech incubator founded by Dr. Jonathan Rothberg, an award-winning scientist and highly successful serial entrepreneur. We are fostering a culture of technical excellence where you have the opportunity to learn, explore and see your ideas come to life. 

Joining identifeye HEALTH is the opportunity to redesign the future of healthcare through the power of technology. We are here to solve real-world problems and maximize global impact, motivated by the idea that our products will change lives, including the ones of people you love.

What We Live By

• Prioritize the Patient - We make products that remove barriers between quality care and the people who need it 
• Data-Driven Decisions - We search for the best solutions; objective, backed by data, and optimized for speed, simplicity and scale
• Support Each Other - We celebrate the ideas and contributions of our teammates and recognize that we can only succeed as a team, and when each person feels heard and valued
• Simplify - We build intuitive solutions to simplify patient care

What You Will Be Doing

The Customer Service Lead will oversee all aspects of customer service and customer service operations at identifeye HEALTH. This includes onboarding customers, providing support through calls and emails, collaborating with internal teams to resolve customer issues, designing and implementing customer service workflows and reporting on performance metrics. Initially, you will focus on providing customer support for our critical studies, which will then transition to providing support for our commercial customers.

Additionally, you will manage the implementation and customization of a CRM system, support hiring needs and facilitate training programs to scale identifeye HEALTH’s customer support infrastructure.

The ideal candidate will be highly motivated, service-minded and committed to positively representing the company’s brand and products. Competitive candidates will have experience in building customer service processes, conducting training, strong knowledge of CRM systems and a passion for helping customers and resolving their issues.

As part of our team, your core responsibilities will be to:

• Serve as the primary point of support for identifeye HEALTH's customers and study partners by handling inbound calls, responding to emails, and making outbound calls as needed (some coverage will be required on weekends)
• Monday-Friday: 8:00AM - 5:00PM Eastern Time are the required working hours for this role, with occasional company-directed exceptions
• Weekends: Will rotate "on call" weekend coverage. Estimated 2 weekend days per month.
• Develop and implement customer service policies and procedures to ensure consistent and efficient service delivery
• Oversee the implementation and customization of a CRM system
• Analyze customer feedback and performance metrics to identify areas for improvement and provide insights to leadership
• Maintain strong relationships with internal teams and identifeye HEALTH’s service partners to resolve customer issues
• Design, operationalize and continuously improve customer service and onboarding workflows
• Maintain a deep understanding of identifeye HEALTH's products, services, software, and studies to effectively address customer inquiries, provide relevant information and recognize when escalation is required
• Troubleshoot technical issues with the help of identifeye engineers, and document them according to QSP standards
• Hire, train and manage customer service associates as needed

What We Are Looking For

Baseline Skills, Experiences, & Attributes:

• Bachelor’s degree or equivalent experience
• 8+ years of experience in customer service leadership roles within medical device or medical diag