Customer Support Specialist

About the role

Elucent Medical builds surgical navigation technology for cancer surgery, turning trusted instruments into smart tools that improve precision, margins, and patient outcomes. As a Surgical Navigation Customer Support Specialist you are the first voice clinicians hear during live cases, providing technical, clinical, and general support that shapes their confidence in the technology. The role reports to the Customer Support Manager, is based in Eden Prairie, MN, and requires an in‑person, professional office setting.

Responsibilities

• Act as the first responder for technical, clinical, and general questions during live clinical cases.
• Monitor and support active customer cases, delivering timely answers that influence future technology adoption.
• Document every customer interaction, piece of feedback, and complaint in line with internal quality processes and industry standards to help spot issues before they affect patients.
• Build product knowledge, clinical understanding, and customer‑facing skills while collaborating with field sales to share insights, history, and case details.
• Contribute to process improvement initiatives as the support function scales with a growing customer base.
• Maintain internal systems (Salesforce, Slack, ERP) and perform remote service tasks and software updates.
• Take on additional responsibilities as leadership requires.

Requirements

• Customer service experience.
• Positive, constructive communication, especially when the person on the other end is under pressure.
• Confidence navigating CRM databases.
• Comfort and speed picking up new technologies and processes.
• Ability to stay calm and professional when a situation is intense.
• Real commitment to sorting out what the customer needs.
• Self‑starter instincts, with experience developing or improving a process.

Qualifications

• Bachelor's degree, highly preferred.
• High level of troubleshooting experience.
• Medical device or related industry experience.
• Startup or small business experience.

Skills

• Technical aptitude with CRM systems and new technologies.
• Strong communication and interpersonal skills under pressure.
• Problem‑solving and troubleshooting ability.
• Calm, professional demeanor in intense situations.
• Process‑improvement mindset.

Benefits

• Comprehensive health coverage
• Retirement plan with company matching (401(k) with 4 % match)
• Health, dental and vision insurance
• Paid holidays, vacation days and sick days
• Short term and long term disability
• Life insurance
• Pet insurance
• Employee Assistance Programs

Pay

$64,000/year annual salary + annual bonus eligibility prorated based on tenure and tied to company performance.

Schedule

Full‑time, Monday to Friday, 40 hours per week. Support hours run