About The Role
XRHealth is seeking a proactive and detail-oriented Customer Success & Logistics Specialist to oversee product lifecycle logistics, optimize technical onboarding for VR systems, and support early-stage customer engagement strategy. This role plays a critical part in enhancing customer experience, refining operational workflows, and providing analytical and strategic insights across logistics, support, and sales development functions.
Key Responsibilities
Inventory & Warehouse Management
- Develop, implement, and manage logistics and inventory workflows using software tools
- Analyze inventory trends and improve processes around shipping efficiency
- Implement and enforce inventory management best practices
- Conduct quality control checks for defects, accuracy, and packaging standards
- Coordinate shipments to and from customers and track delivery progress
Technical Onboarding & Support
- Conduct headset setup and onboarding calls with customers, guiding them through initial configuration
- Provide first-level troubleshooting for VR devices
- Serve as the first point of contact for technical issues related to logistics or device performance
Process Documentation & Improvement
- Document logistics workflows, headset setup protocols, and customer onboarding procedures
- Periodically update policies and help streamline operations for efficiency
Sales Development Activities
- Conduct initial outreach to new leads via email, phone, and messaging platforms to introduce XRHealth’s solutions
- Schedule discovery or demo calls for the Sales team by qualifying inbound leads and following up on outbound campaigns
- Document and maintain customer interactions and lead status in CRM systems
- Collaborate with the Marketing and Sales teams to refine outreach scripts, templates, and lead nurturing processes
- Help identify potential upsell or cross-sell opportunities during customer onboarding and support interactions
- Share customer feedback and prospect insights with the broader team to inform sales and marketing strategies
Qualifications
- Experience in logistics, warehouse operations, or order fulfillment
- Previous experience using a CRM andinventory management or shipping software (a plus)
- Healthcare customer support/service experience a plus
- Technically proficient and comfortable with device setup and customer onboarding
- Excellent attention to detail and problem-solving skills
- Organized, team-oriented, and eager to define and improve processes
- Basic knowledge of VR headsets and common troubleshooting steps
- Able to lift up to 20 lbs
- Bachelor’s degree (or equivalent) preferred
- Availability to work on-site in Needham, MA (9 AM – 5 PM) with flexible hours available
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