Key Facts

Remote From:

Full time

English

Hard Skills

Employee Onboarding Order Management Help Desk Support Health Management Information Systems Membership Sales Escalation Management Help Desk Support Shipping And Receiving Enterprise Integration Customer Success Management +11 more

Other Skills

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Consultative Approaches
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Data Reporting
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Communication
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Multitasking
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Teamwork
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Organizational Skills
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

Experience in enterprise client support, especially in Health Tech or tech, with proven experience in a Customer Success Representative or Customer Support role.
Strong troubleshooting abilities for software and hardware issues; proficiency with Netsuite, CRM platforms, and ticketing systems.
Excellent organizational skills with the ability to manage logistics, workflows, and multiple projects in a fast-paced environment.
Clear, empathetic communication and a customer-focused mindset with the ability to build strong client relationships.

Requirements:

Deliver tailored member onboarding and activation experiences, including app setup and education on insights.
Manage enterprise support line and serve as escalation point for partner help desks, ensuring smooth handoffs and a frictionless user experience.
Oversee order management, including processing exchanges, refunds, warranty replacements, and resolving related fulfillment and shipping issues.
Provide technical support for the Oura Enterprise Platform, troubleshoot hardware/software issues, collaborate with internal teams, and resolve system access and data reporting inquiries.

Otonomee

About Otonomee

Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.

Company type: Scaleup

Founded: 2018

Company size: 51 - 200

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Job description

About The Role

Job Title: Customer Success Support Specialist
Location: Remote based in USA - North Carolina & Georgia
Terms: Full-Time 40h weekly
Salary: 22 USD p/h
Schedule: 40 hours per week Monday – Sunday, 7am – 7pm EST

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

Member Onboarding:

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. You will educate members on how to get the most out of the insights Oura offers. These could be scheduled calls, direct from inbound, and/or a warm transfer from Essence Support

Help Desk-to-Help Desk Support:

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.
Provide expert guidance on program-specific policies and eligibility-related inquiries.
Orchestrate smooth transitions for members requiring direct support from partner support teams,maintaining a frictionless user experience.

Order Management:

Oversee logisticsfor orders, exchanges, refunds, and warranty replacements.
Ensure prompt and accurate handling of size exchanges and shipping issues.
Review and resolve order, payment,fulfilment, and tracking issues across commercial fulfilment pathways

Troubleshoot ring redemption and access issues to ensure successful member fulfilment and platform navigation.
Resolve redemption email delivery errors and functionality errors to ensure seamless member fulfilment.

Technical Support:

Troubleshoot and resolve hardware and software issues effectively.
Collaborate with internal teams to address complex technical challenges when needed.
Provide administrative and technical support for the Oura Enterprise Platform (OEP), ensuring optimal performance of the population health management system.
Resolve complex OEP inquiries regarding system access, data reporting, and member level technical issues.

Membership Management:

Resolve membership discrepancies and escalate eligibility issues to partners for swift correction. Validate eligibility for employer and provider-paid memberships, collaborating directly with partners to ensureaccurateenrolment.
Validate sales order, eligibility status, and Darwin activation to resolve inactive or incorrect membership states.

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
Provide proactive outreach for healthcare programs where applicable

Your profile

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 has 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.