Manager, Field Customer Support at iRhythm

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(40 open jobs)

iRhythm Technologies is redefining the standard for ambulatory cardiac monitoring.

Job title
Manager, Field Customer Support
Job listing last updated at
Feb 11, 2021
Job listing location
Lincolnshire, IL OR San Francisco, California
Job listing source
Job listing link
External link
Bay Area company location: 650 Townsend St # 500, San Francisco CA

Job description

About iRhythm:

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine- learning capabilities. Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 1 million patients and their doctors on a shorter path to what they both need – answers.

About this role:

The Manager, Field Customer Support is responsible for managing a team that provides high quality service to iRhythm’s customers (accounts) and Field Sales team members. The position is responsible for the daily management of a team of Field Support Representatives, leading the team to meet and exceed service level and quality objectives. Responsibilities include hiring and retaining talented people, setting direction for the organization, driving efficiencies and launching new proactive, high value services to support these constituents. This individual will thrive while motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for customers (accounts) and field sales that require managerial intervention. Additionally, the position is responsible for assisting the Vice President with employee development, quality, workforce management and enhancing workplace environment.

What You'll Be Doing:

  • Manage a team of 5-10 Field Customer Support Representatives who are servicing the requests and ongoing needs of our customer accounts and internal business partners
  • Provide daily direction through coaching, one-on-ones and quality feedback to employees so that requests are handled in a timely, efficient and knowledgeable manner
  • Provide continual evaluation of processes and procedures. Responsible for suggesting new methods to streamline operations through improved processes and additional technology
  • Work cross-functionally with sales, marketing, and clinical leadership to grow the scope and customer impact of this organization.
  • Act as a point of escalation for callers who are seeking managerial decision making authority
  • Work to make iRhythm a great place to work through building workplace environment programs that build upon the health of the workplace to motivate employees to achieve their highest level
  • Performance management of FSR team
  • Respond to and resolve employee relations issues expressed by team members by working with employee, Vice President and HR to understand, resolve and document issues
  • Work as a member / leader of special or ongoing projects that are important to iRhythm Technologies 


About you:

  • 7-12 years of proven experience in a high volume customer care or sales operational support environment, with at least 5 years in a leadership position
  • Exceptionally collaborative, flexible and adaptive when working with customers and various teams within iRhythm
  • Strong leadership skills with the ability to guide teams through periods of high growth
  • Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
  • Strong proficiency with tools commonly used in a business environment including customer relationship management, workforce management, reporting and telephony based systems
  • Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
  • Strong communication proficiency and skilled at offering both verbal and written feedback to agents
  • Bachelor’s degree or relevant experience, preferably in the healthcare field


What’s in it for you:

This is a full-time position with competitive salary package and excellent benefits including medical, dental and vision insurance, paid holidays and paid time off.

IRhythm also provides additional benefits including 401K (w/ company match), an Employee Stock Purchase Plan, annual organizational/cultural committee events and more!


FLSA Status: Exempt 

As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer (M/F/V/D). Pursuant to San Francisco Fair Chance Ordinance, we will consider for employment all qualified applicants with arrest and conviction records.

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