Customer Experience Optimization Specialist

7 days ago


Manchester, New Hampshire, United States Sequel Medical Technology Full time
Job Overview

At Sequel Medical Technology, we are seeking a highly skilled Customer Experience Optimization Specialist to join our team. As a key member of our Customer Contact Center, this role will play a vital part in ensuring seamless customer interactions and experiences.

This position requires an individual with strong analytical and problem-solving skills, as well as the ability to work effectively in a fast-paced environment. The ideal candidate will have experience in contact center operations, preferably within the medical device industry, and possess a deep understanding of best practices and standards.

Responsibilities and Essential Duties
  • Audit and Quality Assurance: Conduct regular audits of customer-facing content to ensure accuracy, completeness, and compliance with relevant regulations, quality, and accreditation standards.
  • Process Improvement: Analyze data to identify opportunities for process improvements that enhance and optimize the customer experience, collaborating with cross-functional teams to implement changes.
  • System Management: Maintain accurate and up-to-date tables in Salesforce, Talkdesk, and other business systems used by the Customer Care team.
  • Training and Development: Design and deliver training sessions to business users to improve adoption and efficient use of systems, partnering with Customer Care leadership to build and update systems training materials.
Requirements and Qualifications
  • Education: Bachelor's Degree or equivalent combination of education and experience.
  • Experience: At least 2 years of experience in a Customer Care contact center environment, preferably within the medical device industry.
  • Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, experience working with Salesforce.com and/or Talkdesk, and familiarity with industry standards and best practices in customer care contact centers.
About Sequel Medical Technology

We are an early-stage company developing cutting-edge medical technologies that address unmet needs in healthcare. Our mission is to improve the lives of patients by delivering innovative solutions.

Compensation and Benefits

The estimated salary for this role is $65,000 - $85,000 per annum, depending on experience. We offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.



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