Customer Service Manager

About AMDI
Autonomous Medical Devices Incorporated (AMDI), headquartered in Santa Ana, California, brings together a world-class team of engineers, scientists, clinicians, and manufacturing experts dedicated to advancing point-of-care diagnostics. From its ISO 13485-certified, 110,000 sq ft facility, AMDI develops and manufactures innovative diagnostic systems leveraging breakthrough microfluidics, protein engineering, and cloud-connected data solutions.

Our lead product, the Fast PCR System, delivers molecular respiratory results (Flu A, Flu B, RSV, and COVID-19) in under 10 minutes - purpose-built for urgent-care and office-lab settings. The pipeline includes future assays, designed for CLIA-waived environments, underscoring AMDI's mission to deliver accurate results at the time of care.

Role Summary

At AMDI, we're seeking a hands-on Customer Service Manager to build and lead AMDI's customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients using AMDI's diagnostic products and services. This role is equal parts hands-on case leadership and builder-scaling support operations, managing escalations, and partnering cross-functionally as AMDI transitions from R&D to full-scale commercialization.
Location: This is an onsite position located at our Santa Ana, CA office. Candidates living within a 25-mile range preferred.

Essential Duties and Responsibilities
Customer Support Strategy and Execution

• Implement and continuously improve end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops-built for regulated diagnostics environment.
• Own day-to-day execution of customer support operations, including coverage schedules and peak-volume planning.
• Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.

Escalations, Ordering, Logistics, and Billing Support

• Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues-driving timely resolution.
• Coordinate cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.

Quality, Regulatory, and Complaint Handling

• Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
• Ensure customer-facing communications reflect professionalism, integrity, and regulatory compliance-especially when issues intersect with product performance, reporting, or patient-impacting workflows.

Team Building and Leadership

• Recruit, train, coach, and manage a growing team of customer service representatives.
• Build a culture of customer focus, accountability, urgency, and continuous improvement.

Knowledge Management, Tools, and Reporting

• Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
• Build dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data.

Cross-Functional Collaboration and Launch Readiness

• Support new account onboarding, training coordination, and early adoption-partnering with Commercial teams to accelerate time-to-value.
• Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks-recommended fixes included.

Key Performance Indicators (KPIs)

• Response: Speed to first response and time-to-resolution by case type.
• Quality of Resolution: First-contact resolution, reopen rate, escalation rate, documentation completeness.
• Customer Outcomes: Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
• Complaint Execution: Complaint cycle time and on-time closure in alignment with Quality processes.
• Operational Health: Backlog/aging, staffing coverage, and readiness to support launch growth.

Qualifications

• Bachelor's degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
• Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment).
• Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment.
• Working knowledge of diagnostic / laboratory workflows.
• Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment.
• Excellent written and verbal communication skills-able to translate technical and clinical concepts into clear, empathetic guidance.
• Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting.

Preferred Qualifications

• Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers.
• Direct experience with complaint handling and cross-functional quality investigations.
• Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations).

Work Environment

• Onsite in Santa Ana, CA with regular onsite presence to partner with operations and support launch readiness.
• Fast-paced startup environment with cross-functional exposure and ownership.
• In-person position that requires working indoors at a computer station.

Compensation & Benefits

• Base Salary Range: $75,000 - $95,000
• Benefits Include:
  • Eligible for incentive stock options
  • 13 company-paid holidays plus generous vacation and sick days
  • Daily on-site free lunch, snacks, and drinks (when at corporate HQ)
  • 100% employer-paid medical insurance for employee coverage (base plan)
  • 401(k) with company match
  • Education assistance program
  • Monthly socials and employee events
  • Employee discounts (theme parks, movies, hotels, rental cars)

Why Join AMDI

At AMDI, you'll help build the frontline customer operation that supports a next-generation point-of-care molecular platform. The Fast PCR System is designed to deliver true PCR accuracy in under 10 minutes-enabling faster clinical decisions at the time of care.

You'll work with an experienced team that has built and scaled diagnostics platforms-and you'll own the playbook for how AMDI supports customers as we launch and grow.

Our commitment to an inclusive workplace:

We are an equal opportunity employer and encourage people from all backgrounds to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other protected characteristic under federal, state, or local law.