Customer Service Specialist (Medtech)

TL;DR

Customer Service Specialist (Medtech): Providing world-class support to prospects and existing customers of speech-generating devices with an accent on Tier 1 troubleshooting and cross-functional collaboration. Focus on delivering empathetic assistance to individuals with aphasia, managing customer inquiries via multiple channels, and driving process improvements using CRM data.

Location: Must be based in the U.S. (Remote with occasional travel required for in-person meetings).

Salary: $50,000–$55,000 per year.

Company

hirify.global is a mission-driven leader in augmentative and alternative communication (AAC) technology, dedicated to improving the quality of life for individuals with speech and language impairments.

What you will do

• Address non-product inquiries and resolve Tier 1 technical issues for devices, apps, and web platforms.
• Communicate with customers via inbound/outbound calls, email, and online chat.
• Triage and escalate complex concerns to appropriate internal departments like Reimbursement or Product Support.
• Conduct proactive outreach to check on customer progress and identify engagement opportunities.
• Monitor and report inquiry trends and frontline insights using CRM data.
• Provide education on products, services, and the trial process to prospective customers.

Requirements

• Must be authorized to work in the U.S. (E-Verify participant).
• Minimum 2 years of customer service experience.
• Ability and willingness to travel within the U.S. up to 2 times per year.
• Proficiency with Microsoft Office, VOIP, Zoom, and CRM software (HubSpot preferred).
• Strong communication skills with the ability to assist individuals with speech challenges empathetically.
• Bachelor’s degree preferred or equivalent experience.

Nice to have

• Fluent proficiency in Spanish (eligible for a $3,000 bilingual differential).
• Experience offering Tier 1 customer support.

Culture & Benefits

• Comprehensive benefits package.
• Inclusive and supportive work environment.
• Commitment to fair and equitable compensation practices.
• Opportunity to work in a mission-driven, goal-oriented environment.