Night Customer Service Manager - Remote

Location: Atlanta, GA, United States of America


ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on propriety signal and analysis. 80% of patients who have sleep apnea are undiagnosed.  We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life.  

WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar’s corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Position Summary:

100% Remote

The Night Customer Service Manager will lead a department that provides excellent customer service.  They will support our patients with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while increasing customer satisfaction, loyalty, and retention.  We are looking for a high-energy, self-motivated professional who is ready to join our team.

Primary Responsibilities:

  • Build, lead and motivate the Customer Service Team to ensure the best customer and technical support possible. 

  • Responsible for recruiting and training new team members.

  • Develops processes, procedures, policies, and standards.

  • Develop and monitor KPI’s to support efficiency and growth.

  • Develop and monitor night shift team schedules.

  • Ensures the team works according to procedure, responding to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.

  • Serves as a level of support to manage escalated complex issues.

  • Develop a deep understanding of devices, products, and services. 

  • Understands products and can educate internal and external customers.

  • Retains customers through great customer and technical support.

  • Enhance support activities with bringing in new support features. 


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s Degree Preferred

  • Two + Years proven experience as a Customer Service Manager.

  • Advanced computer skills - Word, Excel, Outlook, Salesforce a must.

  • Medical equipment experience is a plus.

  • Experience with Microsoft Dynamics ERP is a plus.

  • Experience with telephone systems and call tracking technology a must.

  • Experience in handheld medical technology preferred. 

  • Awareness of industry technology, trends, and applications.

  • Experience with External/Internal audit procedures.

  • Experience with FDA Audit procedures.

  • Good technical aptitude.

  • Excellent verbal and written skills.

  • Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure.

  • Strong analytical and reasoning skills.

  • Someone who is a quick learner with the ability to understand a wide range of issues and topics.

  • Able to effectively plan and delegate work.

  • Able to work independently but someone who is excited to be a part of a dynamic team.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

  • The employee is required to sit – perhaps at long intervals of time.

  • The employee is required to work on computer for long intervals.

  • The employee is required to talk on the phone for long intervals.


This position includes 5% travel outside of normal office area.

Supervisory Reports:

This position will have direct reports.