Paired is a global recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. About Our Clients Our client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. The company builds and scales consumer brands through a strong focus on customer understanding, product quality, and performance-driven marketing. Having reached eight-figure annual revenue early in its journey, the team is now focused on strengthening backend operations, improving customer experience, and building scalable systems to support continued growth. They are looking for a Head of Retention to take ownership of the customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation. This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance. Responsibilities - Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support - Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction - Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency - Lead hiring and development for customer support and operational roles - Establish and maintain knowledge systems and documentation to support team scalability - Monitor and improve subscription health and retention performance - Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction - Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness - Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores - Transition the business from reactive issue management to a proactive, system-driven operating model

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. *Shift time specific to region assigned Meet the team: We are looking for an energetic and detail-oriented person to join our Customer Support team. As a key member of this team, you are responsible for engaging and connecting with each customer, lead generation, and providing a high-quality customer experience. Each day offers new and exciting challenges as you interact with new prospects from different marketing initiatives. Where you come in: - Outbound call representative focused on qualifying prospects and guide along the purchase process - Complete lead conversions by capturing required information from the customer - You will handle all customer inquiries by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner - Connect and inspire customers to be excited about the Dexcom CGM, and clearly explain system features and benefits with recommendations on how to obtain Dexcom CGM - You will provide clear and concise explanations to customer inquiries in an organized and timely manner - You will troubleshoot and resolve customer issues using desktop applications - You will compassionately handle sensitive situations surrounding healthcare needs - You adhere to all client and regulatory compliance laws (HIPAA), FDA approved usage and documentation - This position assumes and performs other duties as assigned What makes you successful: - You are a self-starter with a positive outlook and outstanding interpersonal abilities - You provide excellent customer service through active listening on every interaction - You aim to resolve issues on the first interaction by being proactive, patient, empathetic and understanding - You adhere to all client and regulatory compliance laws (HIPAA) - You can build strong relationships with customers, peers and colleagues and you have the flexibility to adapt within a fast-paced growing environment - You understand the importance of our roles in improving the lives of those living with diabetes - Required qualifications include logical problem-solving skills, availability to work various shifts, ability to use Window operating systems and predictable and reliable attendance. - Preferred qualifications include 3-4 years of customer service and insurance benefits experience, excellent oral and written communication skills, some technical background and bilingual in English and Spanish. What you’ll get: - A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community. - A full and comprehensive benefits program. - Growth opportunities on a global scale. - Access to career development through in-house learning programs and/or 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: - Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent. Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true 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. Salary: $22.59 - $33.84

• Research, identify, and assess KOLs across your region using three core criteria: content quality, community influence, and output frequency • Build and continuously update a structured regional KOL database with detailed profile evaluations • Develop regional KOL strategy documents and market analyses; present findings and recommendations to the team • Monitor social media discourse in your region; identify emerging narratives, risks, and sentiment shifts in real time • When directed, rapidly coordinate KOL responses during PR events, rumor cycles, or crisis situations • Adapt global brand narratives and storytelling frameworks to resonate in your local market • Coordinate with the affiliate/referral team to avoid duplicate outreach and enrich shared KOL data

• Research, identify, and assess KOLs across your region using three core criteria: content quality, community influence, and output frequency • Build and continuously update a structured regional KOL database with detailed profile evaluations • Develop regional KOL strategy documents and market analyses; present findings and recommendations to the team • Monitor social media discourse in your region; identify emerging narratives, risks, and sentiment shifts in real time • When directed, rapidly coordinate KOL responses during PR events, rumor cycles, or crisis situations • Adapt global brand narratives and storytelling frameworks to resonate in your local market • Coordinate with the affiliate/referral team to avoid duplicate outreach and enrich shared KOL data