Customer Success Support Specialist (Remote USA - North Carolina & Georgia)

About The Role

Job Title: Customer Success Support Specialist
Location: Remote based in USA - North Carolina & Georgia
Terms: Full-Time 40h weekly
Salary: 22USD p/h
Schedule: 40 hours per week Monday – Sunday, 7 am – 7pm EST

This is an exciting opportunity for an experienced Customer Success Support Specialist. This is a Work from Home position based in United States - North Carolina & Georgia


We’re looking for a dedicated Enterprise Support Specialist to join our team, focusing on Health Tech. This role is pivotal in ensuring seamless onboarding, technical support, and operational assistance for enterprise healthcare clients and their members. Acting as a bridge between sales, customer success, and operational teams, the ideal candidate will deliver an exceptional customer experience and strengthen client relationships

WHAT YOU'LL BE DOING

Member Onboarding:

• Deliver tailored member onboarding experiences, including unboxing, activation, and app navigation, ensuring members are fully supported.
• Conduct personalized 1:1 high-touch activation experience tailored to each member’s unique needs, guiding them from unboxing through app setup. You will educate members on how to get the most out of the insights Oura offers. These could be scheduled calls, direct from inbound, and/or a warm transfer from Essence Support

Help Desk-to-Help Desk Support:

• Manage a dedicated enterprise support line,facilitating seamless member handoffs and providing consultative guidance.
• Serve as an escalation point for partner help desks, resolving complex member issues and technical inquiries.
• Provide expert guidance on program-specific policies and eligibility-related inquiries.
• Orchestrate smooth transitions for members requiring direct support from partner support teams,maintaining a frictionless user experience.

Order Management:

• Oversee logisticsfor orders, exchanges, refunds, and warranty replacements.
• Ensure prompt and accurate handling of size exchanges and shipping issues.
• Review and resolve order, payment,fulfilment, and tracking issues across commercial fulfilment pathways

• Troubleshoot ring redemption and access issues to ensure successful member fulfilment and platform navigation.
• Resolve redemption email delivery errors and functionality errors to ensure seamless member fulfilment.

Technical Support:

• Troubleshoot and resolve hardware and software issues effectively.
• Collaborate with internal teams to address complex technical challenges when needed.
• Provide administrative and technical support for the Oura Enterprise Platform (OEP), ensuring optimal performance of the population health management system.
• Resolve complex OEP inquiries regarding system access, data reporting, and member level technical issues.

Membership Management:

• Resolve membership discrepancies and escalate eligibility issues to partners for swift correction. Validate eligibility for employer and provider-paid memberships, collaborating directly with partners to ensureaccurateenrolment.
• Validate sales order, eligibility status, and Darwin activation to resolve inactive or incorrect membership states.

Communication & Collaboration:

• Work closely with operations, and customer success teams to ensure consistency and efficiency across all client interactions.
• Share insights and feedback to improve processes and resources for enterprise client
• Provide proactive outreach for healthcare programs where applicable

Your profile

Minimum Qualifications:

• Experience: Previous experience in enterprise client support, particularly in Health Tech or tech, is highly valued.
• Proven Experience in a Customer Success Representative or Customer Support Role.
• Technical Skills: Strong troubleshooting abilities for software and hardware issues; proficiency in tools like Netsuite , CRM platforms, and ticketing systems.
• Organizational Skills: Demonstrated ability to manage logistics , workflows, and multiple projects in a fast-paced environment.
• Communication: Clear and empathetic communicator with a knack for building strong client relationships.
• Customer Focus: A problem-solver with a passion for delivering exceptional service and building trust

HOME OFFICE REQUIREMENTS

• Internet speed internet of 20 mbps or higher required
• Hardwired internet (ethernet) connection router needed
• A private room for you to work in.

Why us?

WORKING WITH AND SUPPORTING PURPOSE DRIVEN COMPANIES


Otonomee’s Mission is to “Elevate Experiences”, OURA’s Mission is to “make Health a daily practice”. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.


Otonomee is a scaling, fast growing international business, it has entrepreneurial roots in Ireland, and this is an opportunity to join at a very exciting time in the company’s evolution.

WHAT YOU GET IN RETURN:


This role offers the opportunity to work at the intersection of healthcare and technology, supporting innovative partnerships and driving meaningful client success. If you’re proactive, detail-oriented, and thrive in a collaborative environment, we’d love to hear from you.

• Fully Remote work based in either Georgia or North Carolina,United States.
• Work with an Irish Company that is scaling
• Performance Bonus
• 12 days PTO and 3 days sick pay
• 401k and Health Insurance contribution
• An Oura Ring so that you can provide great customer support.
• Full time position.
• Referral Program
• Equipment provided
• An Otonomee Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.

About us

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.