Senior Customer Experience Leader, Medical Devices

NeuroPace, Inc.; Mountain View (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

NeuroPace, Inc. in Mountain View, CA seeks a Senior Customer Service Manager to lead the team supporting patients and healthcare providers using the RNS System. The role oversees day-to-day order processing, pricing accuracy, and device records while partnering with Field Team to maintain inventory and logistics.

You will coach representatives and escalate customer or field issues as needed. The position emphasizes empathy, building strong teams, and attention to detail to ensure timely and

Qualifications

• 5+ years of experience in a customer service environment.

Responsibilities

• Lead a team of Customer Service Representatives; coach and manage performance.
• Oversee pricing, delivery, and order information; ensure accuracy from receipt to invoicing.
• Ensure device records and field safety events are captured and escalated per FDA regulations.
• Collaborate with Field Team and internal departments on inventory, orders, and follow-ups on POs.
• Identify and lead process-improvement initiatives; automate tasks and streamline workflows.

Skills

Team Leadership

Customer Service

Job description

NeuroPace, Inc. in Mountain View, CA seeks a Senior Customer Service Manager to lead the team supporting patients and healthcare providers using the RNS System. The role oversees day-to-day order processing, pricing accuracy, and device records while partnering with Field Team to maintain inventory and logistics.

You will coach representatives and escalate customer or field issues as needed. The position emphasizes empathy, building strong teams, and attention to detail to ensure timely and