Customer Service Manager

Description

About EBR Systems

At EBR Systems, we're not imagining the future of cardiac care. We're building it. We are the team behind the world's first FDA-approved leadless left ventricular endocardial pacing device for heart failure. It's a breakthrough that's redefining what's possible, and it's just the beginning.

Based in Silicon Valley, we're advancing the WiSE System, a first-of-its-kind device in cardiac rhythm management. Your work here has a direct line to patients whose lives depend on what we build. We hire people who want to solve hard problems and who care about getting it right.

We invest in our people as much as our technology. Expect a collaborative, transparent culture, real career growth in a fast-moving startup, competitive compensation, equity, comprehensive benefits, and generous PTO.

If you want your work to matter, EBR is where you belong.

SUMMARY OF THE POSITION:

The Customer Service Manager oversees the full order-to-cash process, customer order management, CRM administration, and sales operations support. This role partners closely with Manufacturing, Supply Chain, Finance, Quality, and Field Sales to ensure efficient order flow, inventory visibility, accurate sales tracking, and a positive customer experience. The position will lead continuous process improvements, support Salesforce administration and integration efforts, and manage day-to-day customer service operations.

ESSENTIAL AND OTHER DUTIES AND RESPONSIBILITIES:

Essential Responsibilities:

• Order Management: Manage order verification for products, product upgrades, service upgrades, demo kits, and internal and external requests.
• Customer Service Operations: Ensure timely and accurate processing of customer orders while maintaining a high level of customer satisfaction.
• Vendor Management: Manage relationships with external vendors and service providers supporting customer service operations.
• Process Improvement: Collaborate with internal and external stakeholders to identify process improvement opportunities and implement best practices within order management and customer service functions.
• Inventory Coordination: Monitor inventory levels and coordinate with Manufacturing and Supply Chain to support product availability and fulfillment requirements.
• Forecasting and Planning: Conduct inventory forecasting and monitor backorders, lead times, and supply constraints.
• Issue Resolution: Investigate and resolve order-related issues, discrepancies, and customer concerns.
• Cross-Functional Collaboration: Partner with Manufacturing, Supply Chain, Field Sales, Finance, and Quality to support business objectives.
• CRM Administration: Support the implementation, enhancement, integration, and ongoing optimization of Salesforce and related business systems.
• Documentation and Reporting: Maintain accurate records, reports, and documentation within Microsoft Excel, MasterControl, Salesforce, and other business applications.

Other Responsibilities:

• Manage Field Sales credential verification through MasterControl.
• Audit device tracking processes within MasterControl and coordinate corrective actions with the Quality team.
• Support department initiatives and special projects as assigned.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Yes. This position supervises one Customer Service Representative and is responsible for providing day-to-day direction, workload prioritization, coaching, development, and performance management. The manager ensures customer inquiries, escalations, and operational issues are addressed accurately, consistently, and promptly.

QUALIFICATIONS:

Education and Required Experience:

• Associate's degree required; bachelor's degree preferred.
• 7+ years of experience in customer service, order management, sales operations, medical device operations, or a related field.
• Experience supporting order-to-cash processes within a regulated industry environment.
• Experience working cross-functionally with Supply Chain, Manufacturing, Sales, and Finance teams.
• Previous supervisory or team leadership experience preferred.
• Equivalent combinations of education and professional experience may be considered.

Preferred Qualifications:

• Experience with Salesforce administration, implementation, or integration projects.
• Experience with NetSuite or other ERP systems.
• Experience with MasterControl or other electronic quality management systems (eQMS).
• Medical device industry experience strongly preferred.

Knowledge, Skills, and Abilities:

• Order-to-Cash Expertise: Strong understanding of order processing, fulfillment, inventory management, and customer service workflows.
• CRM Systems: Experience supporting CRM systems and business process integration.
• Cross-Functional Collaboration: Ability to work effectively across multiple departments and influence outcomes in a collaborative environment.
• Communication Skills: Strong verbal and written communication skills with the ability to effectively support internal and external stakeholders.
• Analytical Mindset: Ability to identify process gaps, analyze data, and implement practical solutions.
• Technical Proficiency: Advanced proficiency with Microsoft Office applications, particularly Excel.
• Organization and Time Management: Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Adaptability: Comfortable operating in a dynamic, growing organization with evolving business needs.

PHYSICAL REQUIREMENTS:

• Willingness and ability to travel approximately 5% of the time, including potential international travel.
• Required to stand, walk and sit; talk or hear; use hands to finger, handle or feel objects or controls; reach with hands and arms. Required to stoop, kneel, bend, crouch and lift up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
• Subject to extended periods of sitting and/or standing, prolonged computer use, and moderate noise levels.

Salary Range:

$117,700 - $134,500*

*Base pay is one part of your total compensation. The salary offered will depend on several factors, including, but not limited to your experience, knowledge, skills, location, internal equity, and market alignment. Additional compensation may include bonuses and equity, along with a comprehensive benefits package.

EBR Systems, Inc. does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. Please refrain from solicitations at this time.

About the Company:

What if your work doesn't just support innovation—what if it changes lives?

We don't just create game-changing medical devices—we grow people. Patients come first in everything we do. You will be empowered to solve real problems and to do meaningful work that truly makes a difference.

If you are driven by purpose, excited by challenge, and ready to shape the future of cardiac technology, we want to hear from you. Visit us at https://www.ebrsystemsinc.com/ to learn more—and join us in our work

Empowering Physicians, Powering Hearts.

EBR Systems, Inc. offers a great place to work as well as generous benefits and growth opportunities

• Medical, dental, and vision insurance provided at no cost for employee-only coverage
• 401(k) matching plan
• Paid Time Off – starting at 3 weeks per year
• Competitive salary with opportunities for career growth
• Employee stock options
• Life & AD&D and long-term disability insurance
• Education assistance
• Voluntary commuter benefits and pet insurance
• Weekly company lunches and occasional happy hour events
• Meaningful work and much more!

Equal Opportunity Employer Veterans/Disabled