Customer Care Manager - Medical Devices & Salesforce

ADP, Inc.; San Diego (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Modular Medical, Inc. in San Diego is hiring a Customer Care Manager to own the end‑to‑end patient support for the Pivot insulin delivery system. You will stand up an external support partner, craft call scripts, determine staffing, and define escalation paths to ensure compassionate, compliant service.

You will lead and coach the care team, integrate Salesforce and NetSuite, and develop metrics that drive patient satisfaction, speed of resolution, and scalable processes as adoption grows.

Qualifications

• At least 5 years of customer service experience.
• Minimum 2 years of leadership experience in customer service or technical support.
• Complaint handling experience with regulatory understanding.
• Experience using Salesforce platform.
• Exceptional written and verbal communication with a customer-first focus.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Stand up the external customer care partner and grow the operation as patient base grows.
• Lead and coach the customer care team on patient interactions and product knowledge.
• Build and maintain the Salesforce backbone and ensure data integrity.
• Handle customer complaints with rigor and ensure proper follow-up and documentation.
• Collaborate with clinical teams to train new patients on the insulin delivery system.

Skills

Customer service experience

Leadership experience

Complaint handling

Salesforce

Communication

Problem solving

Team mentoring

Tools

Salesforce

NetSuite

Job description

Modular Medical, Inc. in San Diego is hiring a Customer Care Manager to own the end‑to‑end patient support for the Pivot insulin delivery system. You will stand up an external support partner, craft call scripts, determine staffing, and define escalation paths to ensure compassionate, compliant service.

You will lead and coach the care team, integrate Salesforce and NetSuite, and develop metrics that drive patient satisfaction, speed of resolution, and scalable processes as adoption grows.