Customer Support Specialist

## About the Role Join an innovative VC-backed startup developing a line of revolutionary smart eyewear products as our Customer Support Specialist to assist users of our medical product that helps improve communication and participation in daily life. You'll handle inbound and outbound support, deliver expert troubleshooting, and create a positive customer experience that drives satisfaction and reduces return rates. You'll report to the Customer Service Lead and will have a unique opportunity to directly impact the support experience of a groundbreaking consumer product. ## You're perfect for this role if - Have a warm demeanor and build trust easily - Genuinely care about helping people use technology in ways that enrich their lives - Enjoy communicating with people and have a knack for explaining things simply and clearly to others - Love being part of something new and thrives in a fast-paced and changing environment that comes with it - Seek a high-impact role where you truly add value to people's lives - Seek a work culture that values teamwork, collaboration, excellence, camaraderie, and adaptability. ## Responsibilities - Provide friendly, comprehensive and professional support via phone email, and chat - Troubleshoot product setup, connectivity, and app use live with customers - Conduct outbound onboarding and follow-up support to ensure success and mitigate returns - Build rapport and guide customers through successful product use - Document all interactions and meet key performance metrics ## Qualifications - 1+ years of customer service experience - Strong communication and technical troubleshooting skills - Empathy, patience, and a customer-first mindset - Experience with medical devices or assistive technology is a plus - Audiology or optical background a bonus