Customer Support Specialist (US West Coast)

ONWARD Medical

About The Position

As a Customer Support Specialist at ONWARD Medical, you will be responsible for delivering exceptional post-sale support and customer experience for US clinics, home users, and therapy teams. In this role, you will serve as a primary point of contact for customers, ensuring timely resolution of inquiries, coordinating onboarding and support activities, and managing customer feedback and potential complaints. You will play a critical role in supporting ONWARD’s growing commercial footprint, including Home Use and VA programs. This role is essential to ensuring a seamless and high-quality customer experience across all stages of product use.

Requirements

Bachelor’s degree; Science concentration preferred
Minimum of 1–2 years of customer service experience in the medical device or healthcare industry
Excellent verbal and written communication skills
Strong problem-solving abilities and attention to detail
Proficiency with Salesforce CRM and Microsoft Office Suite
Ability to handle multiple tasks and prioritize effectively
Empathy and patience when dealing with customers
Strong organizational skills and attention to detail
Basic understanding of medical device products and the healthcare industry
Self-motivated, team-oriented, and a quick learner with a passion for helping others
Ability to operate in a fast-paced, evolving environment
Strong sense of ownership and accountability
Represents the ONWARD Commitments: We Serve with Purpose, We Act with Integrity, We Lead with Courage and We Grow through Collaboration

Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels, providing timely, accurate, and empathetic support.
Ensure all customer interactions reflect ONWARD’s commitment to service and mission.
Manage inbound requests, including intake, triage, and coordination with Sales, Clinical, and Operations teams to ensure timely follow-up and resolution.
Capture, document, and manage customer complaints in alignment with quality and regulatory requirements, and communicate customer feedback to internal stakeholders.
Support onboarding of new clinics and coordinate resources, documentation, and internal alignment to ensure a smooth onboarding process.
Provide dedicated support for Veteran Affairs customers and support coordination for PRIA (patient access program).
Provide customer support and basic technical assistance related to ONWARD products, collaborating with technical and clinical teams to resolve issues and escalate complex cases as needed.
Support home users with product inquiries, troubleshooting, and spare parts coordination.
Process customer orders, returns, and exchanges, ensuring accurate documentation and coordination with internal teams.
Accurately log customer interactions and maintain compliant records in Salesforce CRM and other systems as required.
Collaborate with Sales, Customer Experience, Clinical, and Operations teams and support cross-functional initiatives to improve processes and customer satisfaction.