Customer Success Specialist (6pm-2am CT)

Who Are We?

Prolaio believes that continuous learning and collaboration can make a significant difference in how heart care is administered. We are creating smarter ways to address heart disease and heart risks by uniting patients, care teams, and researchers on a secure, technology-enabled platform that drives clinical innovation and offers a path towards better patient outcomes.

This is precision cardiology, and we know it’s within reach.

What Will You Do?

The Overview

As the Customer Success Specialist, you will be the front-line customer success and technical support for Prolaio clinical projects, with a secondary component supporting clinical research coordination. The person in this position responds to calls, emails, and support tickets in a timely and professional manner, provides technical support regarding device and platform use to patients, clinicians, and monitored subjects, and conducts proactive review of study compliance and data collection. In support of assigned studies, this role also assists with protocol-required coordination activities in accordance with the protocol, ICH-GCP, and applicable regulations.

The Specifics

• Customer Success (Primary) 
• Answer support calls and emails coming into Prolaio's support channels from participants and clinical staff, handling all calls professionally and per company call-handling procedures.
• Review compliance alerts generated by Prolaio's monitoring platform, assess data quality issues, and contact clinical staff or monitored subjects as needed to maximize successful data collection.
• Diagnose and troubleshoot hardware and software issues, helping customers resolve problems over the phone or through messaging and escalating when applicable.
• Manage support requests received via email and Prolaio's help ticket system, completing ticket resolution forms according to our SLAs.
• Place customer orders in the Prolaio Inventory Database, communicating regularly with the inventory team to fulfill requests received through tickets, calls, or internal communications.
• Comply with Quality Management System (QMS) expectations, including Biosketch forms, job descriptions, and training requirements.
• Contribute to other business activities as reasonably assigned by management.
• Clinical Research Coordination (Secondary) 
• Complete all required training on a timely basis, including ICH-GCP certification, sponsor-provided and IRB-approved protocol training, protocol amendment training, study-specific manuals training, and EDC/IVRS or other electronic systems training.
• Conduct virtual study subject visits and other protocol-required procedures, documenting promptly and answering participant questions.
• Complete data entry and query resolution promptly per internal guidelines and sponsor expectations.
• Liaise with data, administrative, and clinical staff, investigators, research participants, and sponsor/CRO representatives.
• Participate in subject recruitment and retention efforts, engaging with participants to understand and address their concerns.

Why Prolaio?

• Impactful Work: You will join in the fight against heart failure (HF) and hypertrophic cardiomyopathy (HCM) with the goal of extending and saving the lives of our patients while also being at the forefront of changing the healthcare industry through technology.
• Innovative Environment: You will be part of an organization doing something that’s never been done before.
• Professional Growth: You will join a growing team and have a substantial impact on our daily and future operations with the opportunity to continuously learn and grow.
• Collaborative Team: You will be part of a team of collaborative, curious, and committed individuals focused on the collective good, inclusiveness, scientific excellence, and advancing digital health for cardiology.

Who You Are?

• Bachelor's degree preferred.
• 1-2 years in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting (required).
• Experience as a CRC, research assistant, data coordinator, or equivalent in a clinical research setting (preferred).
• ACRP or equivalent certification a plus.
• Energetic, detail-oriented, and goals-driven, able to multitask while maintaining quality.
• Strong problem-solving skills; able to diagnose and troubleshoot technical issues independently and as part of a team.
• Proficient verbal and written English required.
• Experience with helpdesk ticketing systems and support platforms, specifically Zendesk.
• Familiarity with compliance monitoring in clinical or healthcare environments.
• Working knowledge of Google Suite, CRM, and project management tools.
• Innovative, can-do attitude with willingness to embrace new tools and processes.

Why You’ll Love Working Here

• Meaningful Compensation: Competitive salary, performance bonus, and equity so you can share in what we build.
• Great Health Coverage: Medical, dental, and vision plans with multiple options and strong company contributions.
• Flexible Spending Perks: HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account to support wellness, commuting, family needs, and more.
• Time to Recharge: Generous paid time off, sick leave, and company holidays.
• Family-First Benefits: Paid parental leave, caregiver leave, and support for growing families.
• Security & Peace of Mind: Company-paid life insurance and short- and long-term disability coverage.
• Plan for the Future: 401(k) plan to help you build long-term financial security.
• Care When You Need It: Easy access to telehealth and optional supplemental coverage for life’s unexpected moments.

Starting Compensation: $25.96/hour ($54,000 annualized). Exact compensation may vary based on skills, experience, and location. This is a non-exempt position and is eligible for overtime in accordance with applicable law.