Customer Support Specialist

About the Role

The Customer Support Specialist at Craniometrix improves customer resolution while supporting non-clinical dementia-care navigation and Medicare GUIDE support for patients, families, caregivers, and providers. This role focuses on specialized execution within dementia care navigation support, ensuring every handoff clearly shows what is complete, what is pending, and who owns the next step.

Capabilities That Matter

• Use Follow-Up and Customer Support Specialized Execution confidently within dementia care navigation support.
• Apply Customer Support Specialist Documentation without losing track of exceptions, owners, or deadlines.
• Document CRM decisions clearly so another teammate can follow the reasoning behind customer support actions.
• Use sound judgment in Customer Communication, especially when escalation is required instead of assumption.

Responsibilities

Success in this role means ensuring customer resolution is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

• Coordinate the Customer Support Specialist workflow by helping the team resolve routine issues within approved authority.
• Review the workflow by documenting commitments and next actions.
• Maintain the workflow by escalating complex cases with enough context for the next owner.
• Track the workflow by handling assigned customer or client requests.
• Own the workflow by reviewing available case history before responding.

Employment Overview

This is a full-time, associate-level position, 100% remote within the United States.

Pay

Base salary: $45,000–$68,000 per year.