Senior Customer Service Manager

Based in Mountain View, CA., Neuro Pace 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 Neuro Pace, employees are our greatest asset. We are continually searching for solution-oriented individuals who can bring energy and creativity to our growing workforce. At Neuro Pace, 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.

Neuro Pace | Customer Service | Full-Time

Neuro Pace 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 technology to give patients more control over a condition that affects millions of lives.

As Senior Customer Service Manager, you'll lead the team that serves as the dependable link between Neuro Pace, 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.

You'll also make sure customer complaints and field safety events are captured and escalated the moment they arise, because for a company whose patients depend on an implanted device, that vigilance is part of the job. This role is a great fit for someone that leads with empathy, builds strong teams, and takes real pride in getting the details right - because for our patients, those details matter.

• 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 Neuro Pace'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.
• Guide the team in resolving customer questions, requests, and complaints, stepping in on situations that require deeper analysis or judgment.
• Partner with Marketing, Legal, Regulatory, and Finance to prepare order-management, pricing, and customer-support processes ahead of new product launches.

• Ensure accurate entry and maintenance of device implant records for the lifetime of each patient and device - work that directly supports patient safety and long-term care.
• Ensure customer complaints and field safety events are collected, documented, and escalated promptly to the appropriate…