Senior Enterprise Support Specialist

$76,000 - $95,000/Yr

Oura - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

About the position

The Senior Enterprise Support Specialist at Oura plays a crucial role in facilitating membership and software renewals for commercial clients, enhancing engagement and retention. This position involves direct interaction with members through various communication channels, contributing to educational materials, and leading training sessions. The specialist will also manage onboarding processes, report and resolve issues, and analyze data to drive improvements in customer support initiatives.

Responsibilities

• Facilitate membership and software renewals for commercial clients, identifying opportunities to increase engagement and retention
• Facilitate new member activation sessions via phone and video
• Field member inquiries via phone, email, and chat
• Contribute to educational materials development and lead client training sessions, both in-person and virtually
• Attend industry related conferences and events
• Act as an onboarding and transition specialist to see enterprise deals through from sale closed to ring deployment
• Work with management and cross-functional key stakeholders in Customer Success to build-out and pilot new customer support initiatives
• Report, manage, and triage bugs and emerging issues, seeing them through to resolution
• Lead subject matter expert (SME) Quality Assurance (QA) Sessions for internal agents and BPO partners
• Use data to analyze trends and escalate requests and issues to the appropriate internal team to drive improvements
• Use internal tools fluently to troubleshoot member issues at the highest and most in-depth level

Requirements

• 2-4 years of professional experience in customer service, business operations, or other relevant industry
• High integrity, intellectual curiosity, self-awareness, and a self-starter attitude
• Excellent cross-cultural communication and interpersonal skills, enabling effective collaboration with diverse stakeholders
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Proven customer service orientation that naturally takes ownership, displays empathy, and follows through

Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
• Amazing culture of collaborative and passionate coworkers