[Hiring] Customer Success Support Specialist @Otonomee

Role Description

This is an exciting opportunity for an experienced Customer Success Support Specialist. This is a Work from Home position based in the 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

• Member Onboarding:
  • Deliver tailored member onboarding experiences, including unboxing, activation, and app navigation.
  • Conduct personalized 1:1 high-touch activation experiences tailored to each member’s unique needs.
  • Educate members on how to get the most out of the insights Oura offers.
• Help Desk-to-Help Desk Support:
  • Manage a dedicated enterprise support line, facilitating seamless member handoffs.
  • Serve as an escalation point for partner help desks, resolving complex member issues.
  • Provide expert guidance on program-specific policies and eligibility-related inquiries.
  • Orchestrate smooth transitions for members requiring direct support from partner support teams.
• Order Management:
  • Oversee logistics for orders, exchanges, refunds, and warranty replacements.
  • Ensure prompt and accurate handling of size exchanges and shipping issues.
  • Review and resolve order, payment, fulfillment, and tracking issues.
  • Troubleshoot ring redemption and access issues.
  • Resolve redemption email delivery errors and functionality errors.
• Technical Support:
  • Troubleshoot and resolve hardware and software issues effectively.
  • Collaborate with internal teams to address complex technical challenges.
  • Provide administrative and technical support for the Oura Enterprise Platform (OEP).
  • Resolve complex OEP inquiries regarding system access and data reporting.
• Membership Management:
  • Resolve membership discrepancies and escalate eligibility issues to partners.
  • Validate eligibility for employer and provider-paid memberships.
  • Validate sales order, eligibility status, and Darwin activation.
• Communication & Collaboration:
  • Work closely with operations and customer success teams.
  • Share insights and feedback to improve processes and resources.
  • Provide proactive outreach for healthcare programs where applicable.

Qualifications

• Previous experience in enterprise client support, particularly in Health Tech or tech.
• Proven experience in a Customer Success Representative or Customer Support Role.
• Strong troubleshooting abilities for software and hardware issues.
• Proficiency in tools like Netsuite, CRM platforms, and ticketing systems.
• Demonstrated ability to manage logistics, workflows, and multiple projects.
• Clear and empathetic communicator with a knack for building strong client relationships.
• A problem-solver with a passion for delivering exceptional service and building trust.

Requirements

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

Benefits

• Fully remote work based in either Georgia or North Carolina, United States.
• Performance bonus.
• 12 days PTO and 3 days sick pay.
• 401k and Health Insurance contribution.
• An Oura Ring to provide great customer support.
• Full-time position.
• Referral Program.
• Equipment provided.
• An Otonomee Buddy on joining.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.