CEFALY Technology

Customer Support

• Actively handle customer inquiries, escalations, and complex cases across phone, email, and digital channels
• Serve as the primary escalation point for internal representatives and external call center agents
• Directly manage internal customer service representatives, including hiring, onboarding, training, and performance management
• Own the day-to-day relationship with the external call center partner
• Create, document, and maintain customer service SOPs, workflows, and work instructions

Customer Service Manager

Marketing

• Coordinate logistics for trade shows, conferences, and speaking engagements, from planning and vendor coordination to on-site execution and post-event follow-up.
• Serve as the primary liaison between CEFALY and our external marketing agency, ensuring alignment on campaigns, budgets, timelines, and deliverables across digital and direct-to-consumer (DTC) channels.
• Collaborate with internal stakeholders to create sales enablement tools, presentation materials, and marketing assets that elevate the CEFALY brand and support the field sales team.
• Help track campaign performance metrics, compile reports, and ensure creative and messaging consistency across all touchpoints.
• Partner with the clinical, operations, and commercial teams to ensure marketing activities align with company strategy, compliance standards, and brand voice.

Marketing Coordinator

Inside Sales

• Serve as the main interface for institutional customers through phone, email, and video conferencing.
• Act as the primary customer contact for assigned accounts.
• Conduct customer discovery and coordinate follow-up training with Cefaly Regional Trainers.
• Travel on-site to provide high-quality training to healthcare providers.
• Schedule and follow up on Regional Trainer in-service meetings.
• Process and track customer orders accurately.
• Work collaboratively with Customer Service to resolve questions, issues, and complaints.
• Use initiative to improve personal skills and departmental processes.
• Convert prospects into active customers.
• Work collaboratively with Inside Sales Representatives & Trainers.
• Represent CEFALY Technology at trade shows and medical conferences.
• Adapt to evolving business needs and take on other duties as required.

Customer Service Manager

Marketing Coordinator

Inside Sales, Training Associate