Customer Success Associate

The Manila based Technical Support and Customer Success team helps customers stay on therapy and supported after they start using Dexcom products. Associates reach out at the moments that matter, listen, follow through, and help customers take the next step with confidence. The role is human, operationally tight, and directly tied to customer experience and long-term retention. Travel required: 0-5%.

Responsibilities

Make proactive outbound calls to customers after they have started using products to provide post-market support; Listen for what the customer is actually saying and what they are not saying; Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence; Resolve questions within approved procedures and intake complaints based on strict guidelines; Document every interaction in CRM and case tools; Own follow ups and close the loop with the customer and internal teams; Recognize signals that a customer may be at risk of disengaging and act on them within scope of role; Share patterns from customers with team leads, quality, training, and operations; Handle sensitive customer information with care and follow privacy and compliance expectations; Meet productivity, quality, and accuracy expectations in a high-volume environment; Stay calm and professional with customers who are upset, anxious, or considering discontinuing use

Requirements

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; Must be able to communicate effectively in English

Nice to have

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

Benefits

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; Qualified tuition reimbursement