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.