Customer Support Lead (Manager-track) -

Job Description Location:

225 Dyer Street, Providence, RI, 02903

Department:

Customer Experience /

Operations Employment Type:

Full-Time Reports To:

U.

S Managing Director Start Date:

ASAP (Q1'26 target) About Orangebiomed Inc. Orangebiomed Inc. is the U.S. subsidiary of Orange Biomed Co., Ltd. (Seoul, Korea). We develop and sell the OBM Rapid A1c At-Home OTC monitoring system (IVD) for at-home HbA1c measurement. We are preparing for a U.S. e-commerce launch and building a best-in- class customer experience function to support scale. Role Overview Stand up our U.S. customer support from zero. Run day-to-day tickets and build the basics: helpdesk + phone, FAQs/scripts, returns/warranty/courier-exception playbooks, and weekly metrics. Partner with CS Engineer (technical triage), U.S. QA (complaints/evidence), and Fulfillment (3PL operations). Manager-track with a clear promotion path as volume grows. Key Responsibilities Strategy & Team Operate the U.S. CS queues (phone/email/chat) with a consistent tone and empathy. Establish the basic operating model (coverage hours, queue design, escalation paths). Create training materials and QA the work; assist in hiring/transitioning contractors to FTE as volume grows (no initial direct staff management). Tools & Infrastructure Select and implement helpdesk/CRM (e.g., Zendesk, Gorgias, Intercom, Freshdesk/Help Scout) integrated with WooCommerce via official plugins or APIs. Implement telephony (e.g., Aircall, Dialpad), IVR, and call-recording with consent flows; set up chat and email queues. Build a self-service Help Center/FAQ and knowledge management (internal KB + public articles) with version control. Use WooCommerce extensions as needed: returns/RMA (AfterShip Returns or WooCommerce Returns & Warranty), warranty registration, reviews/Q&A (Judge.me/Stamped), shipping/labels (ShipStation/Shippo/EasyPost), tax (TaxJar/Avalara), and 3PL connectors (ShipBob/ShipMonk/Red Stag). Configure WooCommerce webhooks (order.created/updated, refund.created), REST API keys/roles, and helpdesk side-panel order lookup. Customer Operations Handle multi-channel support (phone/email/chat) with clear, compliant guidance. Triage order/shipping exceptions and coordinate reshipments with the 3PL/Shipping team. Run Refund & Return and Warranty/Repair workflows (RMA, labels, inspections) with support from the CS Engineer. Monitor spikes (promotions, supply issues, weather/carrier delays) and publish proactive updates/macros. Quality & Regulatory Interfaces Capture complaint fields (event date, outcome/injury, device LOT/serial, photos/video) and keep logs tidy. Recognize potential MDR triggers and escalate to

U.S. QA / HQ RA

promptly; follow SOP checklists. Keep scripts/Help Center consistent with IFU/labeling; prevent off-label or misleading claims. Coordinate field notices/corrections language provided by

HQ RA/QA

; publish to customers after approval. Reporting & Continuous Improvement Own weekly metrics: FRT, resolution time, CSAT, Top-10 drivers, contact rate, exceptions. Reduce contact rate via better docs, packaging/label clarity, and post-purchase onboarding emails. Propose and track fixes with CS Engineer, U.S. QA, Product, and Fulfillment; close the loop. What you won't own (clear boundaries) 3PL contracting / warehouse KPIs (OTIF, Click-to-Ship, inventory accuracy) → Fulfillment owns. Regulatory assessment / MDR submissions / CAPA →

HQ RA/QA

owns; U.S. QA coordinates evidence.  Final technical adjudication on complex defects → CS Engineer QA/Operations. Qualifications Minimum 3-5 years in e-commerce customer support with helpdesk setup/operation and documentation/macro building. Experience integrating WooCommerce or Shopify into a helpdesk and running returns/RMA flows. Strong written communication; turns messy problems into simple, reusable guides. Data comfort: basic dashboards in Sheets/Excel; drive weekly actions from trends. Startup mindset: launch the first workable version quickly, then iterate. Excellent written and verbal communication skills; ability to handle sensitive health-adjacent inquiries with care. Preferred WooCommerce plugin familiarity (RMA, reviews, shipping/labels, tax). Telephony/IVR setup (Aircall/OpenPhone/Dialpad) with recording-consent flows. Exposure to health/diagnostics or other regulated consumer products. Multilingual (Spanish) a plus. Success Metrics (KPIs/SLAs) FRT (First Response Time): ≤ 4 business hours (email/chat); calls answered within 60 seconds. AHT (Average Handle Time): role-appropriate targets by channel. 

Resolution Time:

≤ 1 business day for order/shipping; ≤ 3 business days for warranty triage. CSAT ≥ 90%, NPS tracked monthly; Abandonment Rate ≤ 5%. 

Contact Rate:

trending down by D+30 

QA Score:

≥ 90% adherence to scripts, empathy, and compliance checks. 30/60/90-Day Success (indicative) 30Days Helpdesk + telephony live; ticket types/SLA/views configured Harvest existing FAQs from orangebiomed (Patients / HCP) and publish 20 core Help Center articles + macro v1 set, aligned to those pagesRMA/Warranty one-pager posted Post RMA/Warranty one-pager; start weekly dashboard (FRT, Resolution Time, CSAT, Top-10) 60Days Launch exception macros (delay/loss/damage) + status-notice templates Enforce required complaint fields; clean handoffs CS → CS Eng → U.S. QA Reduce Top-10 drivers by 10-20%; increase self-serve usage 90Days FRT ≤ 4h (email/chat); phone ≤ 90s Order/ship ≤ 1 biz day; warranty triage ≤ 3 biz days; CSAT ≥ 90% Help Center ≥ 40 articles referencing site content where appropriate (e.g., Patients/HCP FAQs, product pages). Working Hours & Coverage Initial coverage Mon-Fri, 9:00 AM-5:00 PM Eastern; expand to extended hours as volume grows. On-call rotation for major incidents or field actions (pre-defined). Compensation & Benefits Competitive salary + potential performance-based bonus Health, dental, vision insurance; PTO per company policy How to Apply Send your resume and a brief note: 1.a time you reduced contact rate using docs/process; 2.a one-pager outline for our RMA/Warranty flow; 3.how you would connect WooCommerce into a helpdesk so agents see order/refund data inside the ticket.

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janice@orangebiomed EEO Statement Orangebiomed Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Page | 4