Customer Success Support Specialist (Remote USA - North Carolina & Georgia)

Otonomee•Durham, NC

2d•Remote

About The Position

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.

Requirements

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

Responsibilities

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.
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.
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, 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.
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.
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 ensure accurate enrolment.
Validate sales order, eligibility status, and Darwin activation to resolve inactive or incorrect membership states.
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.