Customer Service Manager – Diagnostics

Role Overview

• Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers.
• Own delivery of high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
• Set clear goals, service measures, and reporting methods to monitor customer health and performance.
• Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
• Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.
• Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement.
• Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.
• Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment.
• Proactively monitor account health through regular check-ins, usage analysis, and performance reviews
• identifying risks early and taking corrective action.
• Act as the primary point of contact for healthcare customers, leading end-to-end service with minimal oversight and high ownership.
• Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth.
• Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning.
• Earn customer confidence as the first line of support for customer enquiries, problem-solving across technical, operational, clinical, and administrative domains.
• Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution.
• Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning.

Requirements

• 5+ years’ experience in a customer-facing role (customer service, account management, operations, or support)
• Experience managing triage and escalation of healthcare customer issues in a structured way
• A bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (desirable, not essential if relevant experience is proven)
• Experience in healthcare, diagnostics, or medical technology
• Ability to build strong relationships with clinicians, operational staff, administrators and other key stakeholders
• A builders approach to creating new processes that drive efficiency
• Comprehensive understanding of operational workflows, scheduling, and customer service processes
• Customer-first mindset, with a proactive, empathetic and solution-oriented approach
• Adaptable ability to work independently in a fast-paced, remote-first environment
• Collaborative skills to comfortably work cross-functionally across geographies
• Motivation to improving healthcare outcomes and contributing to Cyted’s mission

Benefits

• 401(k) Safe Harbor Plan with employer match: Dollar-for-dollar match on the first 1%
• 50 cents on the dollar up to 6%
• Automatic enrolment after 2 months
• Equity Participation: Share grants subject to board approval, giving you a stake in our mission and long-term growth
• Access to the company's medical insurance with company contributions of up to $1000/month
• Access to self-pay vision and dental insurance options
• Life Insurance: 3x your annual base earnings, employer-paid
• Long-Term Disability (LTD): 60% of base salary up to $10,000/month
• Short-Term Disability (STD): 60% of salary up to $2,500/week for up to 13 weeks
• Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing
• 20 vacation days per year
• 8 sick days
• 8 paid holidays
• 6 weeks fully paid primary caregiver leave
• 2 weeks fully paid secondary caregiver leave
• Holiday Purchase Scheme: Buy up to 5 extra vacation days per year
• Annual CPD Allowance: $1,000 per year for professional development activities relevant to your role
• Regular Company Events: Including summer and holiday parties, team socials, and more