Customer Success Associate

Job description

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health. We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: Our Technical Support and Customer Success team helps customers stay on therapy and stay supported after they start using our products. We reach out at the moments that matter. When a customer is learning, struggling, frustrated, or quietly drifting away. This Manila based team is built to listen, follow through, and make every customer feel seen. We are hiring associates who can pick up the phone, hear what is really going on, and help the customer take the next step with confidence. The work is human, operationally tight, and directly tied to customer experience and long-term retention. Where you come in: Make proactive outbound calls to customers after they have started using our products to provide post-market support once they have started using our products and need help. Listen for what the customer is actually saying and what they are not saying. Understand the issue behind the issue. Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence. Resolve questions within approved procedures and intake of complaints based on strict guidelines. Document every interaction in CRM and case tools so the next person picking up the customer has what they need. Own your follow ups. Close the loop with the customer and internal teams. Recognize signals that a customer may be at risk of disengaging and acting on them within scope of role. Share patterns you are hearing from customers with team leads, quality, training, and operations. Handle sensitive customer information with care and always follow privacy and compliance expectations. Meet productivity, quality, and accuracy expectations in a high-volume environment without losing the human in the conversation. Stay calm and professional with customers who are upset, anxious, or considering discontinuing use. What makes you successful: You can make an outbound call feel helpful from the first sentence. Your English is clear, warm, and easy to follow on the phone and in writing. You listen well. You pick up on tone, hesitation, and the real concern under the stated one. You can explain next steps in plain language without sounding scripted. You hold your composure when a customer is frustrated and you bring the conversation back to a useful place. You know when to solve, when to educate, when to follow up, and when to escalate. Your notes are accurate and useful to whoever reads them next. You stay organized when several cases are open at once. You see patterns across customers and you speak up when something is worth fixing. You take privacy and compliance seriously without being told twice. You bring resilience and steadiness to a high volume role. Required experience and qualifications: 3 to 5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, or retention support. Experience supporting customers by phone in a structured service environment. Strong verbal and written English communication skills. Working experience with CRM, case management, ticketing, or knowledge base tools. Proven ability to manage follow ups and close the loop with customers and internal teams. Strong listening, problem solving, and de-escalation skills. Comfort working within defined procedures, quality standards, and operational metrics. Ability to work scheduled shifts aligned to business and customer needs. Preferred experience and qualifications: Experience in healthcare, medtech, pharmacy, diagnostics, insurance, wellness, hospital, clinic, or other patient facing organizations. Experience supporting customers after onboarding, treatment start, device use, prescription fulfillment, or service activation. Experience in customer retention, win back, adoption support, outbound education, customer research, or service recovery programs. Familiarity with regulated environments and customer privacy expectations. Comfort reading dashboards, spreadsheets, or simple reports to understand customer trends. Background in global business services, shared services, contact center, BPO, or healthcare customer operations in Manila. Exposure to CSAT, NPS, first contact resolution, retention indicators, or quality monitoring. What you’ll get: A front row seat to life changing CGM technology. A full and comprehensive benefits program. Growth opportunities on a global scale. Access to career development through in-house learning programs and qualified tuition reimbursement. An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve. Travel Required: 0-5% Experience and Education Requirements: Mapped to the Global Career Framework level and title. Please Note: This data is pulled in automatically based on the job code when creating requisition in SuccessFactors. Language Skills: Must be able to communicate effectively in English. Examples include the ability to conduct customer conversations clearly and professionally, document customer interactions accurately, read and interpret procedures and customer information, and communicate follow up needs to internal teams. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications. #DexcomPhilippines