Customer Experience Manager

What You’ll Do

• Guide and mentor a team of technical specialists, fostering professional growth and a collaborative spirit.
• Ensure the timely and high-quality resolution of complex customer issues through effective workload management and hands-on technical support.
• Partner with distributors and first-level teams to deliver seamless case handling and exceptional customer experiences.
• Lead governance for advanced support, maintaining consistent processes, documentation, and traceability across regions.
• Collaborate with R&D and Product Development to resolve escalations and drive continuous improvements to products and processes.
• Lead governance for 2nd-level support and collaborate with 1st and 3rd level support teams to align processes, documentation standards, and traceability across all support levels.
• Develop and share technical documentation, training materials, and best practices that enhance global knowledge and capability.
• Ensure all support activities meet medical device quality and regulatory standards, contributing to ongoing compliance initiatives.

What You Bring

• Education in technology or equivalent practical experience required.
• Strong background in customer support, technical service, or engineering roles.
• Strong analytical, problem-solving, and documentation skills.
• Experience in a regulated environment (medical device or healthcare preferred).
• Excellent verbal and written communication skills in English.
• Demonstrated service mindset and solution-oriented thinking.
  
  

Why Join Us

At Nox, you’ll be part of a diverse, mission-driven team improving health and quality of life through sleep. We offer a collaborative environment where your ideas matter and your expertise helps drive meaningful impact — one night’s sleep at a time.