Customer Support Specialist

Ossiums mission is to improve the health vitality and longevity of human beings through bioengineering. We develop manufacture and bank cell therapy products that apply the power of stem cell science to revolutionize treatment for patients with blood immune and orthopedic diseases. At Ossium we empower our employees maintain the highest standards of operational excellence and are a force for good.

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.

• 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

• Bachelors 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

• 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 youll work on include:

• Learning and taking over management of all of Ossiums 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 $70000 - $90000 annually. Ossium Health takes a market-based approach to pay. The successful candidates 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.

• 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