Customer Support Specialist

Ossium Health•San Francisco, CA

9d•$70,000 - $90,000•Hybrid

About The Position

Ossium is seeking a highly organized and customer-focused Customer Support Specialist to serve as the primary point of contact for their orthopedic distributors and business partners. This role is responsible for managing day-to-day account support, coordinating customer orders, tracking critical account data, and ensuring a seamless customer experience throughout the order lifecycle. The ideal candidate will work closely with cross-functional teams including Sales, Finance, Fulfillment, and Operations to support distributor relationships, process orders, assist with account onboarding, and help maintain accurate account records. This individual will also collaborate with the Finance team to facilitate invoicing activities, monitor account payment status, and support collections efforts when needed. This position is ideal for someone who thrives in a fast-paced environment, enjoys building strong customer relationships, and takes pride in delivering exceptional service and operational excellence. You will report directly to the Revenue Operations & Customer/Patient Support Manager.

Requirements

2-3 years of customer service experience in B2C and/or B2B sales
Experience with order processing, invoicing, or account management
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Strong problem-solving skills and a customer-first mindset
Ability to work independently while collaborating effectively with cross-functional teams
Excellent written and oral communication skills
Capability to operate with a high level of organization and excellent time management in a dynamic startup environment

Nice To Haves

Bachelor's degree in Business, Healthcare Administration, or Life Sciences
Experience supporting medical device, orthopedic, biotech, healthcare, or life sciences customers
Familiarity with CRM systems (Salesforce, HubSpot, etc.) and ERP platforms (NetSuite, SAP, Oracle, etc.)
Experience working with distributors, sales teams, or healthcare providers
Knowledge of orthopedic products, biologics, or tissue products

Responsibilities

Serving as the first point of contact for assigned distributor and customer accounts
Managing order processing, tracking, and customer communications
Maintaining accurate customer and account records within internal systems
Supporting new account onboarding and training activities
Partnering with Finance to coordinate invoicing and monitor account payment status
Assisting customers with order inquiries, issue resolution, and general account support
Tracking and reporting key account data to ensure operational accuracy and customer satisfaction