Customer Care Support Liaison

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We'd love for you to team up with us to "innovate every day," put "people first," and take the "no-shortcuts" approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology - an advanced predictive algorithm that automates insulin delivery. But we're so much more than that. Our company's human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com

A DAY IN THE LIFE:

Customer Care Support Liaisons at Tandem are also responsible for:

• Develops and adapts scripts or messaging for pre and post product launch activities.
• Collaborates with Product Analyst team to implement customer support resources, including messaging, scripts, and workflows for international Customer Care needs.
• Manages accounts for International Script Writing Tool and/or Complaint Portal.
• Performs periodic audits to ensure consistent script revisions and messaging for global alignment.
• Liaisons and monitors escalations from international inbox or as requested by Sr International Support Specialist to engineering teams and others.
• Oversees account management for Tandem Source Distributor Representative Users.
• Assists with platform and system testing as needed.
• Responds to inbound emails from BPO, distributor partner and hybrid teams in the International Tandem Diabetes Care technical support inbox within 24-48 business hours.
• As needed, assists Sr International Support Specialist with Distributor, BPO, or Hybrid team training initiatives as needed.
• Provides support on the development of FAQs for customer support teams, ensuring they are well-prepared to handle inquiries related to new products and product modifications.
• Provides feedback to support the development of SOPs for business processes based on customer insights.
• Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.

WHAT YOU'LL NEED:

• Bachelor's degree (B.A/B.S.) in related field or combination of equivalent education and applicable work experience.
• 2+ years previous experience in a Customer Service environment.
• 2+ years of experience in a Tandem Customer Technical Support or Customer Sales Support role strongly preferred.
• Experienced with use of electronic documentation systems.
• Experience in working in multi-lingual / cultural and multi-functional environments is desired.
• Proficiency with MS Office suite (Word, Excel, Outlook, PowerPoint) and with MS Teams.
• Proficient knowledge of CRM and ACD Telephony preferred.
• Excellent analytical and organizational skills with the ability to prioritize workload.
• Skilled at clearly conveying in-depth knowledge to all levels within, and outside of, the organization.
• Skilled at creating a cooperative team environment particularly when driving action from individuals outside of the department.
• Able to react to changing situations in a timely, calm, and confident manner.
• Able to objectively evaluate situations and make recommendations for changes considering overall project demands and company timelines.

WHEN & WHERE YOU'LL WORK:

Remote: This position is fully remote and open to candidates within the United States. Equipment for the role will be provided and training will occur virtually.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $54,000 - $67,000 annually. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus and a robust benefits package.

Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts. You'll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan. Learn more about Tandem's benefits here!

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHY YOU'LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!

APPLICATION DEADLINE:
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

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