Customer Operations Lead

RESPIREE PTE. LTD.; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

A leading company in healthcare technology seeks a Customer Operations Lead to manage frontline service delivery and technical operations supporting healthcare partners. The role involves liaising with clinicians and IT departments to ensure the seamless deployment of respiratory monitoring solutions, enhancing user experience through excellent service and operational support.

Qualifications

• Minimum 3 years of experience in healthcare operations or customer-facing medical device support.
• Familiarity with healthcare regulation compliance (ISO 13485).
• Ability to work independently and provide flexible support.

Responsibilities

• Act as the primary contact for operational and technical support to healthcare clients.
• Coordinate installation, deployment, and setup of medical devices at customer sites.
• Maintain service logs and support documentation complying with ISO 13485.

Skills

Communication

Interpersonal Skills

Problem-Solving

Documentation

Coordination

Education

Degree in Life Sciences, Biomedical Engineering, Nursing, or related disciplines

Job description

Respiree is seeking a Customer Operations Lead to manage frontline service delivery and technical operations supporting our healthcare partners. This role involves working directly with clinicians, hospital IT departments, care teams, and patients to ensure smooth deployment and ongoing support of our respiratory monitoring solutions in both acute and home care settings. You will be a critical bridge between Respiree and its users, ensuring a high-quality experience through excellent service, system reliability, and operational support.

Key Responsibilities:

• Act as the primary point of contact for operational and technical support to healthcare clients (hospitals, clinics, home care services)
• Provide Tier 1 and Tier 2 technical support to customers, troubleshooting device, connectivity, and software issues in coordination with internal engineering teams. This may include occasional after-hours or weekend support, especially during clinical deployments or time-sensitive incidents
• Coordinate installation, deployment, and setup of medical devices and systems at customer sites, including preparation of equipment and documentation
• Develop and manage customer service workflows to ensure timely response and resolution of issues
• Assist in user onboarding, training, and product demonstrations for clinical staff
• Maintain service logs, installation records, and support documentation to comply with ISO 13485 and other relevant standards
• Gather user feedback and escalate insights for product improvement
• Liaise with internal IT to ensure smooth coordination between internal and customer-facing systems
• Support internal testing processes to ensure that customer requirements are met
• Support cross-functional teams in customer success, quality management, and international project deployments

Requirements:

• Degree in Life Sciences, Biomedical Engineering, Nursing, Allied Health, or related disciplines
• Minimum 3 year of experience providing technical support, preferably in healthcare operations, clinical technology deployment, or customer-facing medical device support
• Familiarity with healthcare regulation compliance and quality systems (ISO 13485, data privacy, etc.)
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently across field environments (hospitals, homes, etc)
• Willingness to provide flexible support outside regular hours when needed
• Strong problem-solving, documentation, and coordination skills
• Experience working with multi-disciplinary teams including nurses, clinicians, and IT staff