Customer Success Support Specialist

What To Expect (Essential Job Responsibilities)

• Serve as the primary Help Desk contact during business hours, managing inbound phone calls and emails.
• Generate Jira tickets and document customer interactions thoroughly.
• Provide level one troubleshooting and resolution prior to escalation; routing complex issues to technical operations, Engineering, or other internal teams using defined escalation pathways.
• Provide customer escalation support, proactive follow-up to confirm resolution, and maintain high customer satisfaction.
• Monitor customer health indicators, identify pain points and adoption risks, and coordinate mitigation plans with the Customer Success Manager and Sales team.
• Deliver continuous education through best practices, tips, proactive outreach, and customer training activities to improve utilization and outcomes.
• Support training content and program administration, including Vios University maintenance and participation in customer education efforts as needed.
• Work closely with Customer Experience within the Marketing organization to capture Voice-of-Customer insights and translate field feedback into actionable themes.
• Coordinate with product, engineering, marketing, and technical teams to align knowledge base content, customer messaging, and change-impact guidance.
• Identify and appropriately report potential customer complaints in accordance with company SOPs to ensure timely intake, documentation, and escalation to quality/regulatory as required.
• Support accurate, audit-ready records in Jira ticket system, including customer communications, troubleshooting steps, outcomes, and required complaint-handling information.

Miscellaneous Job Responsibilities

• Support complaint trending by identifying recurring issues, contributing to root cause investigations, and providing inputs to corrective and preventive action (CAPA) processes when applicable.
• Comply with all relevant quality system documentation practices and training requirements consistent with regulated medical device operations, including FDA and ISO expectations.
• Support the processing of RMAs and coordinate customer follow-up to support service visibility, turnaround time improvement, and clear customer communication regarding replacements and returns.
• Aid in monthly usage report preparation and customer reporting requests to support adoption, renewal, and expansion discussions.
• Participate in project coordination support in Asana and related systems, including task tracking, timelines, and cross-team follow-through.
• Maintain flexibility in scheduling to ensure consistent coverage during peak volume, PTO, or unexpected team member absences; adjust hours when needed within agreed guidelines.
• Shadow and learn broader Customer Success workflows to serve as a functional backup for key team responsibilities to maintain continuity of customer support when required.
• Perform other job-related responsibilities and duties as needed.

What Is Required (Qualifications)

• Bachelor’s degree in Business, Healthcare, Communications, Life Sciences, or a related field is required; equivalent combination of education and direct relevant experience may be considered.
• 2+ years of experience in customer service, customer success, help desk, or another customer-facing support role.
• Demonstrated ability to troubleshoot, prioritize, and manage multiple concurrent customer issues while meeting deadlines and maintaining quality documentation.
• Strong verbal and written communication skills, with the ability to provide clear instructions and updates to external customers and internal staff.
• Proven collaboration skills with cross-functional partners, i.e. commercial, clinical, technical, quality, and marketing teams.
• Ability to operate effectively in an ever-changing environment.