Customer Support Specialist (US West Coast)

Job Summary

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.

Experience, Qualifications & Skills

- 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

Originally posted on Himalayas