Customer Support Specialist (US West Coast)

Job description

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.

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.

• 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