Deliver tailored member onboarding experiences, including unboxing, activation, and app navigation, ensuring members are fully supported.
Conduct personalized 1:1 high-touch activation experience tailored to each member’s unique needs, guiding them from unboxing through app setup.
Manage a dedicated enterprise support line, facilitating seamless member handoffs and providing consultative guidance.
Serve as an escalation point for partner help desks, resolving complex member issues and technical inquiries.
Oversee logistics for orders, exchanges, refunds, and warranty replacements.
Troubleshoot and resolve hardware and software issues effectively.
Resolve membership discrepancies and escalate eligibility issues to partners for swift correction.
Work closely with operations, and customer success teams to ensure consistency and efficiency across all client interactions.

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.
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 in a fast-paced environment.
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.

Customer Success Support Specialist – Remote USA

Key skills