Clinical Product Training Specialist – Diabetes Support

About the role

The Clinical Product Training Specialist ensures that newly hired members of the Clinical Product Support team are fully prepared to deliver accurate, empathetic phone support for customers using Omnipod® 5 and related diabetes management therapies. Based in Guadalajara, the role works on‑site within the Customer Support division and collaborates closely with Learning & Development, Clinical Leadership, and Quality teams.

Key responsibilities

• Deliver hands‑on onboarding training for new Clinical Product Support agents.
• Conduct live call simulations, side‑by‑side coaching, and provide real‑time feedback.
• Support agents during nesting periods to ensure readiness for live customer interactions.
• Coach agents on handling calls related to Omnipod® 5 use, glucose management, diabetes medication guidance, and documentation of adverse events.
• Monitor and shadow live calls, identify coaching opportunities, and reinforce call handling standards, empathy, and compliance.
• Partner with team leads to close performance gaps and continuously improve customer experience.

Required profile

• Passionate about developing people and improving customer outcomes.
• Strong clinical knowledge of insulin‑pump therapy and diabetes management.
• Ability to translate clinical concepts into practical, customer‑focused guidance.
• Excellent communication skills and a collaborative mindset.

Required skills

• Hands‑on training and coaching experience in a call‑center environment.
• In‑depth understanding of Omnipod® 5 insulin‑pump therapy and glucose management best practices.
• Familiarity with documentation of high/low glucose events and medical escalation protocols.