Job Title: Customer Success Specialist – Health Tech

Location: Remote based in Florida, Georgia and North Carolina- United States

Terms: Full-Time 40h weekly

Schedule : Monday to Sunday – 8h shifts – 7am to 7pm

ABOUT THE ROLE

We’re looking for a dedicated Enterprise Customer Success 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.

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'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 partners 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 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 clients

ABOUT YOU

Experience: Previous experience in enterprise client support, particularly in Health Tech or tech, is highly valued.
Proven Experience 3+ years’ experience in a Customer Success 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.

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.

OUR RECRUITMENT PROCESS

45 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team

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Job Type: Full-time

Pay: $19.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Referral program
Vision insurance

Schedule:

8 hour shift

Application Question(s):

Are you located in Georgia, Florida or North Carolina?

Location:

Florida City, FL (Required)

Work Location: Remote

Otonomee

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Customer Success Specialist – Health Tech