As a Customer & Operations Support Specialist, you will operate as the primary technical support contact for our customers in the professional and informal caregiving industry. You will play a key role in administering and optimizing the way we resolve our customers’ hardware and software issues while ensuring that they have the proper resources and equipment to successfully train and teach with our products in a timely manner.

Our ideal candidate will be proactive, highly detail-oriented, organized, reliable, and trustworthy with excellent communication skills. You must be able to operate from our Los Angeles office once or twice a week. As a contract-to-hire worker, your transition to full-time employment with salaried compensation will be considered after a 3-6 month trial period.

• Lead technical support by phone and email during EST operating hours. Duties include assisting customers with their product inquiries, investigating and resolving hardware and software issues, and coaching customers to use our Help Center.
• Manage Help Center, ensuring that the information is up-to-date and accurate.
• Become an expert in Embodied Labs’ products and periodically test new product features.
• Document customer feedback to help drive product improvements and enhancements.
• Manage the assembly and shipment of hardware kits for our customers.
• Perform quality control and refurbish returned hardware when necessary.
• Collaborate with the operations team on inventory and asset management.

• Prior experience in technical customer support roles.
• Excellent written and verbal communication skills. 
• Demonstrated ability to work independently and collaboratively.
• Strong problem-solving and prioritization skills. 
• Experience using HubSpot CRM.

• Enjoys tinkering with gadgets and software, such as VR equipment.
• Possesses strong organizational and documentation skills, with a keen eye for detail and the ability to optimize workflows.
• Demonstrates exceptional ability to communicate effectively with diverse individuals in a kind and calm manner.
• Thrives in a fast-paced start-up environment.
• Capable of lifting up to 25 lbs.
• Possesses a genuine passion for shaping the future of healthcare and making the world a better place.

• Compensation: $30-$35/hour
• Contract-to-Hire (3-6 months) with a possible opportunity for full-time employment.

• To be considered for this position, please send a brief cover letter explaining your interest in Embodied Labs and a resume to snow [at] embodiedlabs.com.
• This position is hybrid/partially remote. On-site visits to our Los Angeles office once or twice a week are required to fulfill key testing, packing, and shipping duties.
• US citizens only.

Embodied Labs is a leading immersive training company on a mission to transform the way we care for each other. By providing professional and family caregivers with an innovative empathy training and learning platform, we are committed to enhancing the quality of care delivered to individuals across the entire lifespan. Our state-of-the-art technology has been leveraged by 100+ organizations across senior services, government, academia, enterprises, and healthcare providers in 30+ US states and four countries. In addition to winning numerous awards such as the Bill & Melinda Gates Global Immersive Education Prize, we have been featured in Oprah Magazine, CNN International, CBS, and The New York Times. As our team expands, we are seeking to bring on board a Product Designer who can help take our products to the next level and create transformative experiences for our customers.