Customer Support Specialist

About the Job

We are seeking a highly organized and customer-focused Customer Support Specialist to serve as the primary point of contact for our orthopedic distributors and business partners. This role is responsible for managing day-to-day account support, coordinating customer orders, tracking critical account data, and ensuring a seamless customer experience throughout the order lifecycle.

The ideal candidate will work closely with cross-functional teams including Sales, Finance, Fulfillment, and Operations to support distributor relationships, process orders, assist with account onboarding, and help maintain accurate account records. This individual will also collaborate with the Finance team to facilitate invoicing activities, monitor account payment status, and support collections efforts when needed.

This position is ideal for someone who thrives in a fast-paced environment, enjoys building strong customer relationships, and takes pride in delivering exceptional service and operational excellence.

You will report directly to the Revenue Operations & Customer/Patient Support Manager.

Required Qualifications

• 2-3 years of customer service experience in B2C and/or B2B sales
• Experience with order processing, invoicing, or account management
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Strong problem-solving skills and a customer-first mindset
• Ability to work independently while collaborating effectively with cross-functional teams
• Excellent written and oral communication skills
• Capability to operate with a high level of organization and excellent time management in a dynamic startup environment
• This position is based in our San Francisco office; we maintain a hybrid schedule of Monday - Thursday in the office, with Friday as a remote work day

Preferred Qualifications

• Bachelor's degree in Business, Healthcare Administration, or Life Sciences
• Experience supporting medical device, orthopedic, biotech, healthcare, or life sciences customers
• Familiarity with CRM systems (Salesforce, HubSpot, etc.) and ERP platforms (NetSuite, SAP, Oracle, etc.)
• Experience working with distributors, sales teams, or healthcare providers
• Knowledge of orthopedic products, biologics, or tissue products

Key Responsibilities

• Serving as the first point of contact for assigned distributor and customer accounts
• Managing order processing, tracking, and customer communications
• Maintaining accurate customer and account records within internal systems
• Supporting new account onboarding and training activities
• Partnering with Finance to coordinate invoicing and monitor account payment status
• Assisting customers with order inquiries, issue resolution, and general account support
• Tracking and reporting key account data to ensure operational accuracy and customer satisfaction

In your first six months some projects you’ll work on include:

• Learning and taking over management of all of Ossium’s biologic orthopedic partners
• Developing and implementing a process for tracking sales performance, customer activity, and key business metrics
• Improving and maintaining a reliable invoicing workflow, ensuring distributors receive accurate and timely invoices
• Learning and maintaining the accounts receivable process to monitor outstanding balances and proactively reduce overdue payments

This position has a salary range of $70,000 - $90,000 annually. Ossium Health takes a market-based approach to pay. The successful candidate’s starting salary will be determined based on, but not limited to, job-related skills, experience, qualifications, and market conditions. This range may be modified in the future.

We offer a full slate of employee benefits including:

• Stock options
• 401(k) matching
• Medical, dental and vision coverage
• Four weeks of PTO accrued (vacation & sick time) annually  + 11 company holidays
• Employer paid life insurance and long term disability
• Gym membership/recreational sports reimbursements