Senior Customer Care Operations Analyst

Remote
Full Time
10-Customer Care
Experienced

About Sequel

Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices. Our mission is to improve the lives of patients by developing cutting-edge medical technologies that address unmet needs in healthcare.

Job Overview

Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. This role will work with the Customer Care leadership to proactively ensure we have the systems and information to respond and support our patients.

The Sr Customer Care Operations Analyst is responsible for supporting consistency and streamlined access to information across the Customer Care organization through maintenance and management of customer-facing content and processes. This is a crucial role in optimizing the operational efficiency of the Customer Care organization and responsible for developing deep knowledge of Sequel’s processes, customer journeys and support we provide to our customers. The Customer Care Operations Analyst will be responsible for content development, documentation of SOP’s, policies, and work instructions. Additionally, you are responsible for supporting process improvement initiatives, have an active support role in systems implementation and updating a system knowledge base. This is a high visibility role and will collaborate cross functionally with Quality, Sales, and Marketing. with strong communication skills, attention to detail and dedication to customer experience.

The ideal candidate will have a demonstrated history of Customer Care and contact center day to day operations, with strong communication skills, attention to detail and dedication to customer experience while working within a fast-paced FDA regulated environment.

Job Responsibilities and Essential Duties

  • Develop deep understanding of existing Customer Care processes and responsibilities.
  • Collaborate with Customer Care leadership and align with cross functional leaders for consistency in documentation of content and practices.
  • Audit content for accuracy, completeness, and compliance in accordance with relevant regulations, quality, and accreditation standards.
  • Analyze data to identify and implement process improvements that enhance and optimize the customer experience.
  • Maintain tables in Salesforce, Talkdesk, and any other business systems used by the Customer Care team.
  • Conduct training sessions with business users to improve adoption and efficient use of systems.
  • Partner with Customer Care leadership to build and update systems training materials as needed.
  • Collaborate with Business Process Managers to develop test plans, and coordinate and execute UAT
  • activities.
  • Liaise with Quality to maintain all Customer Care controlled documents in all internal systems, including creation, obsolescence, archival and revisions (e.g., LMS, Quality system.)

Minimum Requirements

  • Bachelor’s Degree, preferred, or equivalent combination of education and experience.
  • 2+ years of experience in a Customer Care contact center environment.

Required Knowledge, Skills and Abilities

  • Demonstrated experience working in contact center operations within the medical device industry that promotes best practices and standards including contact center metrics, workforce management, service quality management and knowledge management.
  • Knowledge of diabetes and experience supporting customers with diabetes is preferred.
  • Experience providing remote support, particularly in a regulated environment.
  • Experience with Salesforce.com and/or Talkdesk
  • Familiar with reporting and extracting data from Chat, Live Chat and generative AI interactions and leveraging the insights to recommend continuous improvement to the Customer Experience is a plus
  • Familiarity with industry standards and best practices in customer care contact centers.
  • Familiar with omnichannel communication in customer care contact centers.
  • Excellent problem solving, analytical and operational excellence skills.
  • Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
  • Proven leadership capabilities, including the ability to motivate and develop a high-performing team.
  • Ability to exercise professional judgement in identifying organizational improvements.
  • Ability to effectively work with cross functional teams act as a change agent, facilitator, coach and mentor.
  • Position remotely based, but requires occasional travel to home office in Manchester, NH.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions

  • Ensures environmental consciousness and safe practices are exhibited in decisions
  • Use of computer and telephone equipment and other related office accessories/devices to complete assignments May work extended hours during peak business cycles
  • Physical requirements such as lifting specific weights
  • Position is remote, but travel to the home office in NH is expected
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*