Customer Support Specialist

• Provide exceptional support across phone, email, chat, and other channels with a client-first, high-empathy approach.
• Help clients understand the start-to-finish clinical journey; proactively reduce confusion and friction.
• Facilitate client onboarding and success with our smart ring, mobile app, and digital care platform.
• Troubleshoot common technical and account issues; clearly document findings and escalate complex cases as needed.
• Assist with appointment scheduling, rescheduling, and coordination to ensure clients can access care smoothly.
• Resolve e-commerce, order status, and payment issues (refunds, failed payments, invoice questions) in a timely, accurate manner.

• Maintain accurate records in internal systems (CRM/ticketing/EHR tools as applicable), including clear issue summaries, actions taken, and next steps.
• Follow established workflows/SOPs and meet defined service level expectations (response time, resolution time, CSAT).
• Monitor recurring client issues and tag/report trends (e.g., app bugs, device concerns, common therapy questions) to the appropriate individuals.

• Support fulfillment and reverse logistics processes, including shipping, device handling, returns, ingestion, kit preparation, and inventory-related tasks.
• Prepare, document, and manage client device components/kits; ensure chain-of-custody and accuracy where required.
• Assist with periodic audits and inventory checks; flag discrepancies promptly.

Required Qualifications

Preferred Qualifications