Customer Support Specialist

About Ossium

Ossium’s 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.

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.)