Customer Success Support Specialist (Remote USA - North Carolina & Georgia)

About The Role

Job Title: Customer Success Support Specialist
Location: Remote based in USA - North Carolina & Georgia
Terms: Full-Time 40h weekly.
Salary:19-24 USD p/h depending on location and experience
Schedule: 40 hours per week. Shifts are scheduled Mon - Sun between 7 am and 7 pm


ABOUT THE ROLE

This is an exciting opportunity for an experienced Customer Success Support Specialist. This is a Work from Home position based in United States - North Carolina & Georgia 
 
We’re looking for a dedicated Enterprise Support Specialist to join our team, focusing on Health Tech. This role is pivotal in ensuring seamless onboarding, technical support, and operational assistance for enterprise healthcare clients and their members. Acting as a bridge between sales, customer success, and operational teams, the ideal candidate will deliver an exceptional customer experience and strengthen client relationships


WHAT YOU'LL BE DOING

Onboarding & Training:

• Deliver tailored onboarding experiences, including unboxing, activation, and app navigation, ensuring clients and their members are fully supported.
• Host weekly webinars to guide users through set-up processes, program benefits, and feature overviews (content provided by our marketing team).
• Offer personalized 1:1 phone sessions to assist with app setup and troubleshooting.

Helpdesk Support:

• Serve as a point of escalation for partner help desks, providing guidance on program-specific and eligibility-related queries.
• Manage a dedicated support line to facilitate seamless handoffs and consultative support for partner teams.

Order Management:

•  Oversee logistics for orders, exchanges, refunds, and warranty replacements.
•  Ensure prompt and accurate handling of size exchanges and shipping issues.

Technical Support:

•  Troubleshoot and resolve hardware and software issues effectively.
•  Collaborate with internal teams to address complex technical challenges when needed.

Membership Management:

• Ensure healthcare memberships are correctly applied and resolve any issues, escalating to partners as necessary.
• Manage membership renewals by coordinating outreach, confirming details, and processing payments.

Sales & Customer Success Support:

• Assist the sales team with onboarding transactional clients, including payment confirmations, sizing kit coordination, and fulfillment.
• Handle bulk returns, exchanges, ensuring smooth client operations.

Bulk Order Support:

• Manage internal and external bulk ring orders for events, press, and influencers using tools like Netsuite.
• Provide client support for the Bulk Order Portal, resolving questions and troubleshooting issues as they arise.

Communication & Collaboration:

•  Work closely with operations, and customer success teams to ensure consistency and efficiency across all client interactions.
•  Share insights and feedback to improve processes and resources for enterprise client

Your profile

ABOUT YOU

Minimum Qualifications:

• Experience: Previous experience in enterprise client support, particularly in Health Tech or tech, is highly valued.
• Proven Experience in a Customer Success Representative or Customer Support Role.
• Technical Skills: Strong troubleshooting abilities for software and hardware issues; proficiency in tools like Netsuite, CRM platforms, and ticketing systems.
• Organizational Skills: Demonstrated ability to manage logistics, workflows, and multiple projects in a fast-paced environment.
• Communication: Clear and empathetic communicator with a knack for building strong client relationships.
• Customer Focus: A problem-solver with a passion for delivering exceptional service and building trust

HOME OFFICE REQUIREMENTS

• Internet speed internet of 20 mbps or higher required
• Hardwired internet (ethernet) connection router needed
• A private room for you to work in.

Why us?

WORKING WITH AND SUPPORTING PURPOSE DRIVEN COMPANIES

Otonomee’s Mission is to “Elevate Experiences”, OURA’s Mission is to “make Health a daily practice”. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role