Customer Success Lead – Temporary

Tandem Diabetes Care

Customer Success Lead assisting customers with technical inquiries and providing support at Tandem Diabetes Care. Managing communications via phone, chat, and email in a fully remote role.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $26 - $30 per hourWebsite

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers
Determines the need of each contact with the goal of achieving the best resolution
Document every call into a Client Relationship Management (CRM) system
Converse with customers in an empathetic and supportive manner to promote the most precise information relating to the issue
Acts as subject matter expert on matters related to technical, sales, or supplies support and handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs
Responds timely to resolve inbound customer calls
May offer chat and outbound call support through the same support line
Using approved communication guidelines, responds to customer concerns or inquiries
Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests
Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation
Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system
Identifies potential health and safety issues with products and follows appropriate internal notification procedures
Uses knowledge to propose recommended improvements to customer related processes and materials
Acts as a customer advocate to represent customer needs internally
Confirms completion of required training plan before assuming job responsibilities
Consistently meets or exceeds relevant Customer Care metrics which may include accuracy, call monitoring, and schedule adherence requirements
Complies with department’s attendance policy
Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements
Ability to handle calls in general CTS or CSS queues as needed
Provides second level product support to CTS or CSS Specialists as required

Requirements

What you’ll need

High School diploma required
1 year previous experience in a Customer Service required
1 year of experience in a Tandem Customer Technical Support or Customer Sales Support role preferred
Experienced with use of electronic documentation systems preferred
Bilingual Spanish/French encouraged
Bachelor’s degree in biology or health related field encouraged
Ability to read and follow flow diagrams, scripts, and work with decision trees
Ability to perform work using a CRM tool which requires navigating in an automated system
Knowledge of HIPAA desired
Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support
Skilled at presenting complex information in a clear, concise manner to all levels within the department
Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner
Able to react to changing situations in a timely, calm, and confident manner
Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems
Ability to learn quickly in a fast-paced environment
Ability to type at least 55wpm with a high rate of accuracy
Flexibility to work shifts including weekends, holidays and beyond regularly scheduled workday as needed
Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems
Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information
Skilled at promoting team cooperation and a commitment to team success
Demonstrated experience successfully assisting, mentoring, and training others
Demonstrates a strong ability to support typical CTS or CSS workload including inbound, outbound, and email queues

Benefits

Comp & perks

Health care benefits such as medical, dental, vision available your first day
Health savings accounts and flexible saving accounts
11 paid holidays per year
A minimum of 20 days of paid time off (with accrual starting on day 1)
Access to a 401k plan with company match
Employee Stock Purchase plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicetechnical supportCRM systemselectronic documentationHIPAA knowledgeflow diagramsdecision treestyping (55wpm)call monitoringcustomer care metrics

Soft Skills

empathetic communicationproblem-solvingcritical thinkingteam cooperationflexibilityclear communicationjudgmentstress managementmentoringpersuasion

Certifications

High School diplomaBachelor’s degree in biology or health related field