The NeuroPace RNS System is the only FDA-approved epilepsy device that delivers personalized treatment by responding to abnormal brain activity and provides EEG data that can help improve patient care. Backed by NEA.
About the role
As Senior Customer Service Manager, you'll lead the team that serves as the dependable link between NeuroPace, our patients, and the healthcare providers and sales teams who rely on the RNS System every day. You'll oversee the day-to-day work that keeps orders, accounts, and device records accurate and on time, while partnering closely with our Field Team to keep inventory and logistics running smoothly — and you'll coach and develop the representatives who make that happen.
What they're looking for
- Hire, train, coach, and manage performance for a team of Customer Service Representatives, setting clear expectations and providing regular, constructive feedback
- Monitor team workload, service levels, and key performance metrics (order accuracy, response time, customer satisfaction), adjusting staffing and priorities as needed
- Serve as the escalation point for complex customer, order, or inventory issues that require managerial judgment or cross-departmental coordination
- Foster a collaborative, accountable team culture aligned with NeuroPace's mission and values
- Oversee pricing, delivery, and order information provided to customers, ensuring orders are processed accurately from receipt through invoicing
- Ensure new customer accounts, pricing records, and related documentation are set up and maintained correctly
More about this role
Based in Mountain View, CA., NeuroPace is a commercial-stage medical device company focused on transforming the lives of people suffering from epilepsy by reducing or eliminating the occurrence of debilitating seizures. Its novel and differential RNS System is the first and only commercially available, brain-responsive platform that delivers personalized, real-time treatment at the seizure source.
At NeuroPace, employees are our greatest asset. We are continually searching for solution-oriented individuals who can bring energy and creativity to our growing workforce. At NeuroPace, our success depends upon our ability to recruit and retain the most talented, enthusiastic and dedicated people we can find and providing them with a dynamic and challenging environment in which to thrive.
NeuroPace | Customer Service | Full-Time
NeuroPace is a medical technology company dedicated to improving the lives of people living with epilepsy. We developed the RNS System, the world's first and only brain-computer interface that detects and responds to abnormal brain activity in real time to help prevent seizures before they start. Every day, our team works at the intersection of neuroscience and...
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