Cyted Health

Customer Service Manager – Diagnostics

Cyted Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $115,000 - $130,000 per year

About the role

  • Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers.
  • Own delivery of high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
  • Set clear goals, service measures, and reporting methods to monitor customer health and performance.
  • Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
  • Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.
  • Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement.
  • Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.
  • Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment.
  • Proactively monitor account health through regular check-ins, usage analysis, and performance reviews - identifying risks early and taking corrective action.
  • Act as the primary point of contact for healthcare customers, leading end-to-end service with minimal oversight and high ownership.
  • Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth.

Requirements

  • 5+ years’ experience in a customer-facing role (customer service, account management, operations, or support)
  • Experience managing triage and escalation of healthcare customer issues in a structured way
  • A bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (desirable, not essential if relevant experience is proven)
  • Experience in healthcare, diagnostics, or medical technology
  • Ability to build strong relationships with clinicians, operational staff, administrators and other key stakeholders
  • A builders approach to creating new processes that drive efficiency
  • Comprehensive understanding of operational workflows, scheduling, and customer service processes
  • Customer-first mindset, with a proactive, empathetic and solution-oriented approach
  • Adaptable ability to work independently in a fast-paced, remote-first environment
  • Collaborative skills to comfortably work cross-functionally across geographies
  • Motivation to improving healthcare outcomes and contributing to Cyted’s mission
Benefits
  • 401(k) Safe Harbor Plan with employer match: Dollar-for-dollar match on the first 1% 50 cents on the dollar up to 6%
  • Automatic enrolment after 2 months
  • Access to the company's medical insurance with company contributions of up to $1000/month
  • Access to self-pay vision and dental insurance options
  • Life Insurance: 3x your annual base earnings, employer-paid
  • Long-Term Disability (LTD): 60% of base salary up to $10,000/month, Short-Term Disability (STD): 60% of salary up to $2,500/week for up to 13 weeks
  • Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing
  • 20 vacation days per year
  • 8 sick days
  • 8 paid holidays
  • Parental Leave: 6 weeks fully paid primary caregiver leave 2 weeks fully paid secondary caregiver leave
  • Holiday Purchase Scheme: Buy up to 5 extra vacation days per year
  • Annual CPD Allowance: $1,000 per year for professional development activities relevant to your role
  • Regular Company Events: Including summer and holiday parties, team socials, and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceaccount managementoperationshealthcare customer issue managementoperational workflowsschedulingprocess creationdata analysisperformance monitoringregulatory compliance
Soft Skills
relationship buildingproblem-solvingcustomer-first mindsetproactive approachempathetic communicationadaptabilitycollaborationindependencemotivationleadership
Certifications
bachelor's degree in Life Sciencesbachelor's degree in Healthcarebachelor's degree in Business