Product Support Specialist, Safety & Recall Operations

Overall Responsibilities:

• Serve as an operations specialist and point of contact within the Customer Support product vertical for customer escalations related to safety claims for devices.
• Assist Safety operations SMEs with updates to knowledge base articles and agent training, and participate in relevant UAT testing for taxonomy updates related to safety enhancements in support processes.

Top 3 Daily Responsibilities:

• Monitor the escalation queue and communicate with T3 agents and FTEs to provide feedback on appeasements related to escalations, with guidance from the Safety Operations team.
• Develop reports for customer support safety metrics in preparation for monthly updates on safety trends.
• Support Safety Operations FTEs with case summaries and customer support deep dives.

Mandatory Skills/Qualifications:

• Bachelor's degree or equivalent practical experience.
• 3+ years of experience in customer support, biotech, or medical devices.
• 3+ years of experience in hardware operations.
• Fluency in English and Japanese to communicate effectively with local stakeholders and partners.

Non-Essential Skills/Qualifications:

• Experience working with internal, external, and/or regulatory body auditors.
• Ability to communicate and review different data types (e.g., PII, SPII, MBD) within the organization.
• Experience with common controls frameworks, risk assessments, vendor security/privacy assessments, continuous monitoring automation, and risk tooling.