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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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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