Customer Care Lead

About the role

The Customer Care Lead will oversee a team of customer‑care representatives delivering exceptional service to patients, healthcare providers and other stakeholders. The role demands deep knowledge of the healthcare sector, regulatory requirements and the organisation’s products and services.

Key responsibilities

• Manage and resolve customer inquiries and complaints across phone, email and live‑chat channels, ensuring timely and accurate responses.
• Identify process bottlenecks, implement improvements and leverage CRM systems to boost efficiency and satisfaction.
• Maintain compliance with HIPAA, FDA and other regulations, protecting patient privacy and staying current on regulatory changes.
• Monitor quality metrics, conduct reviews of interactions and drive quality‑improvement initiatives.
• Escalate complex or urgent issues, manage risk scenarios such as product recalls, and coordinate crisis responses.
• Maintain up‑to‑date product knowledge and provide technical assistance to customers.

Required profile

• Bachelor’s degree in a related field; Master’s degree is a plus.
• Certification such as Certified Customer Service Professional (CCSP) is advantageous.
• 6–8 years progressive experience in customer service within the medical device or pharmaceutical industry.
• Proven ability to lead teams, improve processes and ensure regulatory compliance.