What are the responsibilities and job description for the Customer Support Specialist position at XRHealth?
About XRHealth
XRHealth is transforming healthcare by merging immersive XR/VR technology with AI to deliver personalized, data-driven therapeutic experiences. Our platform supports clinicians and patients across physical therapy, cognitive rehabilitation, and mental health treatments.
As an official VR DME provider, XRHealth enables patients to receive prescribed VR therapy devices covered by insurance — including through the VA and other major payers. Our team works with both clinical partners and patients to ensure the technology is easy to use, effective, and accessible at home.
Position Overview
We’re seeking a Customer Support Specialist to provide exceptional technical support to our customers and patients using XRHealth’s VR therapeutic devices and platform. This role is key to ensuring that patients have a seamless and empowering experience — from setup and onboarding to ongoing technical assistance — as they use our products as part of their treatment plans.
Key Responsibilities
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XRHealth is transforming healthcare by merging immersive XR/VR technology with AI to deliver personalized, data-driven therapeutic experiences. Our platform supports clinicians and patients across physical therapy, cognitive rehabilitation, and mental health treatments.
As an official VR DME provider, XRHealth enables patients to receive prescribed VR therapy devices covered by insurance — including through the VA and other major payers. Our team works with both clinical partners and patients to ensure the technology is easy to use, effective, and accessible at home.
Position Overview
We’re seeking a Customer Support Specialist to provide exceptional technical support to our customers and patients using XRHealth’s VR therapeutic devices and platform. This role is key to ensuring that patients have a seamless and empowering experience — from setup and onboarding to ongoing technical assistance — as they use our products as part of their treatment plans.
Key Responsibilities
- Provide responsive technical support to patients, clinicians, and partners using XRHealth’s VR therapeutic devices and software platform
- Troubleshoot hardware and software issues related to VR headsets, connectivity, app performance, and user accounts
- Manage and document all support interactions through Zendesk and our CRM system
- Guide patients through device setup, calibration, and usage, ensuring accessibility and comfort for home-based care
- Collaborate with internal teams (Product, Operations, and Clinical) to identify and resolve recurring technical issues
- Assist in logistics coordination for DME device deployment, including replacements, returns, and updates
- Maintain a compassionate, patient-centered approach in all communications
- Support continuous improvement by identifying trends and contributing to process and product enhancements
- 2 years of experience in customer support, preferably in healthcare technology or medical devices
- Hands-on experience with Zendesk and CRM systems (HubSpot, Salesforce, or similar)
- Strong technical troubleshooting and problem-solving skills
- Excellent verbal and written communication skills; ability to explain tech concepts clearly to non-technical users
- Comfortable working onsite in Needham, MA
- Experience in a startup or fast-paced environment is a plus
- Familiarity with DME operations, healthcare workflows, or patient support processes is highly desirable
- Join a pioneering company redefining digital therapeutics through XR/VR technology
- Contribute directly to improving patients’ lives at home through accessible, innovative care
- Collaborate with a passionate, mission-driven team in a dynamic startup culture
- Grow your career at the intersection of technology, healthcare, and patient experience
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