• Serve as a primary point of contact for clients managing inbound and outbound communications. • Resolve inquiries efficiently to ensure a seamless customer experience. • Connect with customers via phone/email/chat/social media to address concerns. • Calmly attempt to resolve and de-escalate issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• Oversee the customer service team daily work towards operational targets; • Train/coach team members; • Handle customer escalations; • Identify key areas for improvement in terms of the standards of service, current policies, operative mode towards efficiency and customer/client satisfaction; • Propose projects and initiatives to tackle those areas for improvement and oversee its implementation and success; • Be the face of FARFETCH and bring the Voice of the Customers to our partners;

Customer Sales Support Specialist (Bilingual - French/English) Location: - Canada Remote - Quebec Full time GROW WITH US: Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry. STAY AWESOME: Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at https://tandemdiabetes.com. A DAY IN THE LIFE Responsible for proactively contacting leads, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business from remote geographic areas. Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) to ship process. Responsible for managing the insurance verification processes for Tandem Diabetes Care within an assigned region. Collects patient information data and documentation for rapid authorization of payment from the insured’s health insurance and government funded plans. Understands customers’ underlying needs or issues and provides information regarding products & services. Meets and exceeds monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills and product knowledge. Continuously work the pipeline of potential pump customers to meet or exceed department key performance indicators. Manage incoming queue calls. Must be flexible to interchange the inside sales and insurance verification responsibilities based on business need quarter to quarter. Customer Sales Support Specialists are also responsible for: - Proactively manages pipeline leads to ensure prompt follow up and execution from inquiry status to purchase. - Responds to direct patient inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers, to discuss Tandem Diabetes Care products and services. - Communicates with potential customers (by phone, email, and/or fax), and explains the operation and use of all products offered by Tandem Diabetes Care; ensures all questions are thoroughly answered and sales are generated. - Efficiently responds to advanced customer inquiries, effectively addressing and resolving patient barriers to therapy adoption through professional, ethical and persuasive sales skills to lead the customer to action. - Documents interactions, calls, and lead information into the customer relationship management (CRM) system in accordance with PIPEDA and other applicable privacy guidelines. - Delivers superior front-line customer support by adhering to customer and sales support procedures. - Manages calls to maximize time and effort on the job to achieve daily metrics. - Converts competitor pump users to Tandem products. - Manages the relationship with each customer by administering certain aspects of the reimbursement process by: - Verifying insurance benefits to determine cost share amounts for prospective customer responsibility - Collection of all required documentation. - Coordinating shipments of products to customers. - Understanding and explaining verification requirements and application/ renewal process for applicable provincial government funding programs - Ensures data provided meets invoicing requirements. - Ensures all paperwork is complete and expected order fulfillment dates are communicated. - Notifies department management of any deficits in systems with proposed resolutions for corrections. - Works as part of the support team, including members of the Field Sales team, to ensure proactive communication of prospective customer’s order status. - Notifies pod leader of any deficits in systems for insurance verification. - Achieves assigned goals as established by the Customer Sales Support Manager. - Maintains up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms including pump therapy, as well as becoming well versed in competitor products, programs, and alternative therapies. - Attends and participates in sales meetings, conference calls, training programs, and trade shows as directed by management. - Ensures work is performed in compliance with company policies including Privacy/PIPEDA and other regulatory, legal, and safety requirements. - Additional projects as assigned. WHEN & WHERE YOU’LL WORK: Remote: This position is fully remote and open to candidates located in the Quebec, Canadian province. Equipment for the role will be provided and training will occur remotely. Schedule: This position will work Monday - Friday from 10:00 AM - 6:00 PM EST. WHAT YOU'LL NEED: Knowledge, skills & abilities: - Knowledge of Type 1 diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable. - Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred. - Ability to converse in insurance language routinely utilized by the health insurance industry. - Knowledge of individual health plan insurances practices. - Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements. - Able to apply distinctive phone sales skills and product knowledge to address and alleviate patient concerns and to promote the sale of products. - Experience documenting calls by typing on a keyboard while speaking to a customer on the phone. - Effective call handling skills and a proven track record of excellent customer service based on call handling or related metrics. - Bilingual English/French required. - Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information. - Skilled at promoting team cooperation and commitment to team success. - Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary. - Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems. - Knowledge of call handling phone systems is preferred. Minimum certifications/educational level: - Bachelor’s Degree or equivalent combination of education and applicable job experience. Minimum experience: - 1 year recent experience interfacing with customers in a sales support role including a combination of: - Experience in field sales or telesales experience in medical device, technology or similar field. - Experience being accountable for sales quotas in a challenging, fast paced, changing environment. - Experience in patient diabetes education. - Experience documenting calls by typing on a keyboard while speaking to a customer on the phone. - Experience and knowledge of diabetes is preferred. COMPENSATION: The base pay for this position is 50,900 to 63,450 CAD annually, with a target earning potential of 66,900 to 79,450 CAD annually. Base pay will vary based on job-related knowledge, skills, and experience and may also fluctuate depending on candidate’s location and the overall job market. WHY YOU’LL LOVE WORKING HERE: At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! BE YOU, WITH US! We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us. Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone. REFERRALS: We love a good referral! If you know someone who would be a great fit for this position, please share! Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow. ÉVOLUEZ AVEC NOUS: Tandem Diabetes Care crée de nouvelles possibilités pour les personnes vivant avec le diabète, leurs proches et leurs professionnels de la santé, en offrant une expérience résolument différente. Nous serions ravis que vous vous joigniez à nous pour « innover chaque jour », placer « l’humain au cœur » de nos actions et adopter une approche « sans compromis » qui nous a propulsés au rang de leader dans l’industrie des technologies du diabète. RESTEZ FORMIDABLE: Tandem Diabetes Care est fier de fabriquer et de commercialiser la pompe à insuline t:slim X2 dotée de la technologie Control-IQ — un algorithme prédictif avancé qui automatise l’administration d’insuline. Mais nous sommes bien plus que cela. L’approche centrée sur l’humain de notre entreprise en matière de conception, de développement et de soutien permet d’offrir des produits et services innovants aux personnes utilisant de l’insuline. Comme plusieurs membres de notre équipe vivent eux-mêmes avec le diabète ou ont un proche touché par cette maladie, notre travail est profondément personnel et nous sommes entièrement engagés envers cette cause. Les spécialistes du soutien aux ventes clients sont notamment responsables de: - Gérer proactivement les prospects entrants afin d’assurer un suivi rapide et une conversion efficace de la demande à l’achat. - Répondre aux demandes directes des patients ainsi qu’aux requêtes des gestionnaires de territoire, spécialistes cliniques en vente de diabète et professionnels de la santé concernant les produits et services de Tandem Diabetes Care. - Communiquer avec des clients potentiels (téléphone, courriel ou télécopieur), expliquer le fonctionnement et l’utilisation des produits et répondre pleinement aux questions afin de générer des ventes. - Répondre efficacement aux demandes complexes des clients et surmonter les obstacles à l’adoption des traitements grâce à des compétences de vente professionnelles, éthiques et persuasives. - Documenter toutes les interactions dans le système CRM conformément à la LPRPDE (PIPEDA) et aux autres directives de confidentialité applicables. - Offrir un service à la clientèle de première ligne de haute qualité en respectant les procédures établies. - Gérer les appels de manière efficace afin d’atteindre les objectifs quotidiens. - Convertir les utilisateurs de pompes concurrentes aux produits Tandem. - Gérer la relation client, notamment en : - Vérifiant les couvertures d’assurance pour déterminer les coûts à la charge du client - Collectant les documents nécessaires - Coordonnant l’expédition des produits - Expliquant les programmes de financement provinciaux et leurs exigences - S’assurer que les données répondent aux exigences de facturation. - Garantir que toute la documentation est complète et que les délais de livraison sont communiqués. - Signaler les lacunes des systèmes et proposer des solutions. - Collaborer avec l’équipe de soutien et les ventes terrain pour assurer le suivi des commandes. - Informer le responsable d’équipe des problèmes liés à la vérification d’assurance. - Atteindre les objectifs fixés par le gestionnaire du soutien aux ventes clients. - Maintenir des connaissances à jour sur les produits Tandem, le diabète et les thérapies (pompes, capteurs, etc.) ainsi que sur la concurrence. - Participer aux réunions, formations, appels et salons professionnels. - Respecter toutes les politiques de l’entreprise (confidentialité, réglementation, sécurité). - Réaliser d’autres projets assignés. QUAND ET OÙ VOUS TRAVAILLEREZ: Télétravail: Ce poste est entièrement à distance et est ouvert aux candidats situés dans la province de Québec, au Canada. L’équipement nécessaire sera fourni et la formation se déroulera à distance. Horaire: Ce poste est du lundi au vendredi, de 10 h à 18 h (HNE). CE DONT VOUS AUREZ BESOIN QUALIFICATIONS REQUISES: - Connaissances, compétences et aptitudes : - Connaissance du diabète de type 1 et des thérapies (pompes, CGM, etc.) souhaitée. - Connaissance des équipements médicaux durables et des politiques de remboursement préférée. - Capacité à utiliser le langage des assurances santé. - Excellentes compétences en communication téléphonique. - Capacité à utiliser des techniques de vente pour répondre aux préoccupations des patients. - Expérience de la saisie au clavier pendant les appels. - Excellente gestion des appels et service client démontré. - Bilinguisme anglais/français requis. - Capacité à persuader et présenter des informations efficacement. - Esprit d’équipe et sens de la collaboration. - Adaptabilité au changement. - Maîtrise des outils informatiques (MS Office, CRM, Internet). - Connaissance des systèmes téléphoniques (un atout). Formation minimale: - Baccalauréat ou combinaison équivalente de formation et d’expérience. Expérience minimale: - 1 an d’expérience récente en soutien aux ventes incluant : - Vente terrain ou télémarketing (dispositifs médicaux ou domaine similaire) - Gestion d’objectifs commerciaux dans un environnement dynamique - Éducation des patients diabétiques - Saisie d’information en temps réel durant les appels - Connaissance du diabète (un atout). RÉMUNÉRATION: La rémunération de base pour ce poste varie de 50,900 $ à 63,450 $ CA par année, avec un potentiel de rémunération cible de 66,900 $ à 79,450 $ CA par année. Le salaire de base variera en fonction des connaissances, des compétences et de l’expérience liées au poste, et pourra également fluctuer selon la localisation du candidat et les conditions du marché de l’emploi. POURQUOI VOUS AIMEREZ TRAVAILLER ICI: Chez Tandem, nous croyons que le bien‑être nourrit l’excellence. Nous avons créé un environnement de travail qui valorise vos accomplissements et soutient votre épanouissement. Notre équipe repousse les limites tout en cultivant une ambiance conviviale et collaborative. SOYEZ VOUS-MÊME, AVEC NOUS ! Nous valorisons ce que chacun apporte. Même si vous ne répondez pas à 100 % des critères, nous vous encourageons à postuler. Nous voulons que vous soyez vous‑même, avec nous. Tandem est un employeur garantissant l’égalité des chances et ne pratique aucune discrimination fondée sur l’âge, le handicap, le sexe, la race, la religion, l’identité ou l’expression de genre, la situation familiale, la grossesse ou l’orientation sexuelle. Les décisions d’embauche reposent uniquement sur le mérite.

Role Description We are currently looking for a Customer Support Representative/Accounting Support who will resolve customers' queries and complaints by recommending solutions and assisting customers with issues when using company products and services. The CSR facilitates the relationship between the company and its guests by processing orders and assisting with account questions, billing, and cancellations. This role also includes light accounting responsibilities, primarily focused on billing accuracy and payment-related recordkeeping, so a candidate who is detail-oriented and comfortable with numbers will do well here. In Teamswell every team member has an instrumental role and impact on the success of our business and our client’s success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team. Core Responsibilities - Manage the online chat support system to assist customers with inquiries and issues - Provide prompt and accurate responses to customer queries - Escalate complex help desk tickets to the internal team for further resolution - Maintain a high level of customer satisfaction by understanding guest needs and offering effective solutions - Keep track of customer interactions and transactions, recording details of inquiries, complaints, and comments - Process guest billing questions, minor invoice corrections, and payment disputes - Assist with basic recordkeeping tasks, such as logging refunds, cancellations, and payment adjustments accurately - Flag any billing discrepancies or unusual charges to the accounting team for review Qualifications - Prior experience in a customer support, help desk, or client-facing role - Basic familiarity with billing, invoicing, or payment processing is a plus - Strong written and verbal English communication skills - Comfortable working with chat support tools and standard office/spreadsheet software Nice-to-Have - Experience in the hospitality industry - Basic bookkeeping or accounting exposure (e.g., QuickBooks, Excel) - Experience with property management or reservation systems