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
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 and the opportunity to support global customers.
Otonomee is a scaling, fast growing international business, it entrepreneurial roots in Ireland and this is an opportunity to join at a very exciting time in the company’s evolution.
WHAT YOU GET IN RETURN
This role offers the opportunity to work at the intersection of healthcare and technology, supporting innovative partnerships and driving meaningful client success. If you’re proactive, detail-oriented, and thrive in a collaborative environment, we’d love to hear from you.
- Fully Remote work based in Georgia, United States.
- Work with an Irish Company that is scaling
- 12 days PTO and 3 days sick pay
- 401k and Health Insurance contribution
- An Oura Ring so that you can provide great customer support.
- Full time position.
- Referral Program
- Equipment provided
- A Otonomee Buddy on joining
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
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About us
Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow
