Customer Success Support Specialist – Remote USA

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Provide customized onboarding experiences for members, encompassing unboxing, activation, and application navigation, ensuring complete support for our members.

• Conduct personalized one-on-one activation experiences tailored to each member’s specific needs, guiding them from unboxing to app setup.

• Manage a dedicated enterprise support hotline, facilitating smooth member transitions and offering consultative assistance.

• Act as an escalation point for partner help desks, addressing complex member issues and technical questions.

• Oversee the logistics for orders, exchanges, refunds, and warranty replacements.

• Effectively troubleshoot and resolve hardware and software challenges.

• Address membership discrepancies and escalate eligibility concerns to partners for prompt resolution.

• Collaborate closely with operations and customer success teams to maintain consistency and efficiency across all client interactions.

⛳️ Requirements

• Prior experience in enterprise client support, particularly within the Health Tech or technology sectors, is highly regarded.

• Proven experience in a Customer Success Representative or Customer Support role.

• Strong troubleshooting skills for both software and hardware problems; proficiency in tools such as Netsuite, CRM platforms, and ticketing systems.

• Demonstrated ability to manage logistics, workflows, and multiple projects within a fast-paced environment.

• Clear and empathetic communication skills with a talent for fostering strong client relationships.

• A problem-solver dedicated to delivering outstanding service and cultivating trust.

🏝️ Benefits

• Performance Bonus

• 12 days of PTO and 3 days of sick pay

• 401k and Health Insurance contributions

• An Oura Ring to enhance your customer support capabilities.

• Equipment provided

• An Otonomee Buddy upon joining

• Access to an Online Gym and Wellbeing Studio.

• Opportunities for professional growth.