Customer Support Rep

Position Summary
The Customer Support Specialist is an experienced customer support professional who serves as a front-line advocate for customers using a custom orthodontic system. This role is responsible for managing case updates, resolving issues, handling escalations, driving efficient utilization, and contributing to continuous improvement initiatives.
Success in this role is measured by responsiveness, quality of resolutions, and overall customer satisfaction.
Essential Duties and Responsibilities
Responsibilities include, but are not limited to:

• Own day-to-day case tracking, including order confirmations, technical support triage, and time-sensitive updates
• Manage tickets and tasks in the CRM (HubSpot) with complete documentation and accurate data
• Investigate and resolve product and service complaints using established protocols, escalating when necessary
• Coordinate with Sales and Practice Development teams to deliver a consistent, high-touch customer experience
• Validate and update case details to ensure on-time progress
• Ensure all requests are closed satisfactorily, either personally or through appropriate delegation
• Take ownership of escalated issues and complex troubleshooting cases
• Identify recurring issues and recommend improvements to processes and the knowledge base
• Act as a liaison with cross-functional teams for priority and high-impact cases

Education and Experience Requirements

• High school diploma or equivalent required
• Bachelor’s degree preferred or equivalent relevant experience
• 2–4+ years of experience in customer service, technical support, or service operations (healthcare or orthodontic experience preferred)
• Working knowledge of Microsoft 365 and CRM tools (HubSpot preferred)
• Strong communication, organizational, and problem-solving skills
• Demonstrated ability to handle escalations and coach peers
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience in a medical device or similarly regulated environment is a plus

Additional Qualifications
The ideal candidate is self-motivated, adaptable, and driven to continuously improve. Flexibility to support additional responsibilities outside the primary scope of this role may be required as business needs evolve.