Customer Service Manager - Diagnostics

About Cyted Health

Cyted Health is a leading gastrointestinal health company focused on delivering minimally invasive diagnostics to revolutionize esophageal care. Our EndoSign test combines a simple, swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett’s esophagus.

Operating across the US and UK, with hybrid, remote, and onsite teams, we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. You will join a close-knit team of experts who collaborate daily to translate breakthrough ideas into real-world solutions. At Cyted Health, every voice matters; you’ll have the chance to lead projects, influence strategy, and broaden your skill set. We champion diverse backgrounds and perspectives, fostering an inclusive culture where everyone can thrive and innovate.

If you’re inspired by purpose, motivated by challenge, and eager to make a meaningful impact on patient lives, we’d love to hear from you.

Application Process

• Initial Conversation: An online meeting with Maddie from our People team to discuss your skills & experiences and learn about working with us.
• Line Manager Interview: An online meeting with the hiring manager(s) to discuss the Customer Service Manager - Diagnostics role further.
• Team Interview & Assessment: An onsite opportunity to meet the wider team, sometimes accompanied by an assessment or presentation.
• Final Interview: An online meeting with our CEO to discuss your goals and the company’s history and vision.

Job Summary: Customer Service Manager - Diagnostics

This year is pivotal for Cyted’s medical device and diagnostic test. We are looking for an experienced Customer Service Manager who knows what excellent service entails and is motivated to build it from the ground up. Partnering closely with the Chief Commercial Officer and the Sales team, you will directly establish and carry out customer onboarding, training, and ongoing engagement, building trusted relationships with clinicians, administrators, and operational staff. As our first dedicated person in this role, you will set the tone for communication with US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s medical device.

You will play a hands-on role in setting up and owning end-to-end service for Cyted’s early-stage diagnostics, forming the operational backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. Establishing Cyted’s customer service function from scratch, you will design processes, systems, and best practices while personally managing key customer accounts.

Acting as a strategic partner as the business scales, you will lay the groundwork for a future team to grow beneath you, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction. You will clarify customer objectives, define service measures, and drive utilization to deliver clinical and operational value. This requires proactive monitoring of account health, identifying risks and opportunities, and ensuring feedback informs Cyted’s products and processes. You will triage and resolve customer enquiries, serving as a key liaison across sales, billing, and laboratory teams to ensure timely and effective issue resolution.

Working Pattern and Location

This is a full-time position with a standard 40-hour working week, requiring flexibility. The Customer Service Manager - Diagnostics will be remote based, located on the Eastern Time Zones, and may need to visit other company sites as required.

What You Will Be Doing

Operational Implementation, Delivery and Team Ownership

• Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers.
• Own delivery for high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
• Set clear goals, service measures, and reporting methods to monitor customer health and performance.
• Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
• Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.
• Track and analyze customer performance data to identify adoption trends, usage gaps, and opportunities for improvement.
• Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.
• Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment.

Customer Relationship and Service Management

• Proactively monitor account health through regular check-ins, usage analysis, and performance reviews, identifying risks early and taking corrective action.
• Act as the primary point of contact for healthcare customers, leading end-to-end service with minimal oversight and high ownership.
• Build and maintain relationship-driven, trusted partnerships with clinicians, operational staff, and administrators to drive satisfaction, retention, and growth.
• Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning.

Issue Management and Continuous Improvement

• Earn customer confidence as the first line of support for customer enquiries, problem-solving across technical, operational, clinical, and administrative domains.
• Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution.
• Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning.

Who You Are

We’re seeking a proactive, hands-on, and relationship-driven Customer Service Manager - Diagnostics who thrives in fast-moving environments and combines strategic insight with operational excellence. The ideal candidate will have excellent experience managing healthcare or diagnostics partnerships, with the empathy, communication skills, and analytical mindset to ensure Cyted’s customers are fully supported and set up for service.

Therefore You Will Have

• 5+ years’ experience in a customer-facing role (customer service, account management, operations, or support).
• Experience managing triage and escalation of healthcare customer issues in a structured way.
• A bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (desirable, not essential if relevant experience is proven).
• Experience in healthcare, diagnostics, or medical technology.
• Ability to build strong relationships with clinicians, operational staff, administrators, and other key stakeholders.
• A builder’s approach to creating new processes that drive efficiency.
• Comprehensive understanding of operational workflows, scheduling, and customer service processes.
• Customer-first mindset, with a proactive, empathetic, and solution-oriented approach.
• Adaptable ability to work independently in a fast-paced, remote-first environment.
• Collaborative skills to comfortably work cross-functionally across geographies.
• Motivation to improving healthcare outcomes and contributing to Cyted’s mission.

How We Work at Cyted Health

At Cyted, how we work is just as important as the impact we create. Following our recent Series B fundraise and with increasing US attention, we are entering a defining stage of growth. As a Customer Service Manager - Diagnostics, you will play a critical role in shaping how Cyted supports our US healthcare providers adopting our technology, building the foundations of our customer service function, and ensuring clinicians and operational teams receive responsive, high-quality support.

We care deeply about the clinicians, partners, and patients our work ultimately serves. In this role, care means establishing and maintaining trusted relationships with healthcare providers, ensuring they feel supported, informed, and confident using Cyted’s diagnostic solutions. You will act as the reliable partner to clinicians and operational teams, ensuring their experience with Cyted is smooth, responsive, and valuable.

We expect you to own your responsibilities with confidence and accountability. As the first person in this role, you will build and manage Cyted’s customer service operations end-to-end – from onboarding and training to ongoing engagement and issue resolution. Your organization, responsiveness, and attention to detail will ensure healthcare customers receive consistent, high-quality service as Cyted scales.

We aim high. Cyted is growing quickly, and our customer service function must scale with us. You will help design processes, systems, and reporting that create a strong and scalable operational backbone for customer delivery. By monitoring account health, identifying risks and opportunities, and using insights from customer interactions, you will help strengthen how Cyted supports adoption, retention, and long-term partnerships.

You will be expected to dive deep into how our diagnostic services operate and how healthcare providers use them. By understanding customer workflows, operational challenges, and clinical objectives, you will ensure Cyted’s service model supports both clinical impact and operational efficiency. You will coordinate closely with sales, laboratory, operations, and product teams to resolve issues quickly and improve the overall customer experience.

We encourage everyone to challenge and commit. As Cyted establishes its customer service capability, your ideas and insights will help shape how we engage with healthcare customers and build scalable service practices. Working cross-functionally across teams and geographies, you will help ensure the voice of the customer informs product development, operational improvements, and commercial strategy.

Finally, we deliver. This role requires ownership, responsiveness, and follow-through. From onboarding new customers to resolving issues and strengthening long-term relationships, your work will directly influence Cyted’s ability to deliver value to healthcare providers and improve patient outcomes.

This is how we work at Cyted. If this sounds like an environment where you can build something meaningful, shape a critical function, and help bring innovative diagnostics to more patients, we’d love to hear from you.

Benefits

At Cyted, we believe people do their best work when they’re supported, trusted, and cared for. We offer a comprehensive and competitive benefits package that reflects our commitment to your wellbeing, development, and long-term success.

Financial & Retirement Benefits

• 401(k) Safe Harbor Plan with employer match: Dollar-for-dollar match on the first 1%, 50 cents on the dollar up to 6%. Automatic enrolment after 2 months.
• Equity Participation: Share grants subject to board approval, giving you a stake in our mission and long-term growth.

Health & Insurance Coverage

• Access to the company's medical insurance with company contributions of up to $1000/month.
• Access to self-pay vision and dental insurance options.
• Life Insurance: 3x your annual base earnings, employer-paid.
• Long-Term Disability (LTD): 60% of base salary up to $10,000/month.
• Short-Term Disability (STD): 60% of salary up to $2,500/week for up to 13 weeks.
• Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing.

Leave & Time Off

• 20 vacation days per year.
• 8 sick days.
• 8 paid holidays.
• Parental Leave: 6 weeks fully paid primary caregiver leave, 2 weeks fully paid secondary caregiver leave.
• Holiday Purchase Scheme: Buy up to 5 extra vacation days per year.

Learning, Development & Culture

• Annual CPD Allowance: $1,000 per year for professional development activities relevant to your role.
• Regular Company Events: Including summer and holiday parties, team socials, and more.

Key skills/competency

• Customer Service Management
• Healthcare Diagnostics
• Account Management
• Operational Workflows
• Relationship Building
• Process Design
• CRM Management
• Issue Resolution
• Cross-functional Collaboration
• Patient Outcomes