Customer Success & Logistics Specialist

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 and inventory 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.