Customer support Executive (lifesciences background preferred)

We are looking for a Medical Device Coach to deliver an exceptional onboarding and support experience for patients/users using our pain management medical device. This role blends clinical understanding, patient education, service excellence, and relationship management to ensure correct usage, consistent adherence, and meaningful pain relief outcomes.

This position is ideal for entry level to early career professionals who are enthusiastic about building a career in the medical device and digital health space.

Key Responsibilities

Patient/User Interaction & Support

• Act as the primary point of contact for patients/users across demo, onboarding, and follow up stages
  

• Schedule and conduct 15–20minute video demo calls based on patient/user availability
  

• Clearly explain:
  

• Device setup, usage, and safety
  

• Underlying technology and science
  

• Address patient/user queries via calls or messages in a timely and professional manner
  

Clinical Education & Pain Management Guidance

• Apply basic clinical knowledge of pain management during patient interactions
  

• Use appropriate clinical and medical terminology while simplifying concepts for easy understanding
  

• Provide basic pain management counselling aligned with product usage
  

• Set realistic expectations and reinforce the importance of consistent device usage
  

Follow Ups, Feedback & Issue Resolution

• Conduct 7day follow up calls to assess usage consistency and patient experience
  

• Identify challenges, resolve issues, and escalate complex concerns to Clinical, Operations, or Technical teams
  

• Capture structured patient feedback to support product and process improvements
  

Relationship Management

• Build trust based, long term relationships with patients/users
  

• Follow up post service to ensure satisfaction, retention, and continued engagement
  

• Represent the brand with empathy, professionalism, and a service oriented mindset
  

Data, Reporting & Administrative Support

• Maintain accurate records of interactions, demos, and feedback in CRM or tracking systems
  

• Use