# Senior Customer Service Manager at NeuroPace

- Company: NeuroPace
- What the company does: 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.
- Company website: https://www.neuropace.com/
- Type: Startups
- Level: Senior
- Location: Mountain View, CA
- Work setup: On-site
- Pay: $144K to $175K base salary per year (USD)
- Posted: 2026-09-23
- Apply by: 2026-11-07
- Apply: https://www.neuropace.com/about-neuropace/neuropace-careers/?gh_jid=6181361004
- Page: https://www.1752.vc/careers/jobs/neuropace-senior-customer-service-manager/

## 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

Tags: Sales