Role description
Product Specialist - Weekend and west coast hours
FortellFortell is harnessing AI and custom silicon to build the world’s best hearing aids. Our mission is to empower people to hear better everywhere — even in the most challenging environments — so they can connect, thrive, and enjoy life to the fullest. We’re driven by cutting-edge technology, user-centric design, and a passion for improving lives. We are a NY-based startup backed by Thrive Capital, Founders Fund, Valor Equity Partners, Lux Capital and Optum Ventures, among others.
We are looking to hire a highly motivated, people-centered Product Specialist who will play a critical role in driving customer conversion, retention and satisfaction, providing exceptional customer support throughout the customer journey. You will become the product expert and touch all aspects of the customer experience, and work cross-functionally to ensure client success and continuous product improvement.
This role may be hybrid out of our New York City office or remote within the U.S. Pacific Time Zone. The position is specifically designed to provide coverage during West Coast business hours and on weekends. Candidates should expect a regular schedule that includes Tuesday - Saturday or Sunday - Thursday 9 am - 6 pm PST.
Responsibilities
Conduct intake calls to understand customer needs, and begin educating them on our products and services to build excitement and trust.
Drive a high scheduling rate of qualified leads by effectively communicating value and addressing early questions.
Quickly and effectively resolve customer concerns or issues at any point in their journey to ensure a seamless, well-supported experience that drives high NPS and low return rates.
Provide Bluetooth and iPhone support, including client coaching to improve device use and confidence.
Demonstrate a patient, empathetic approach when assisting with technology, including supporting Zoom and remote care sessions.
Troubleshoot products both in-person and remotely to ensure clients get timely solutions.
Maintain accurate and detailed customer documentation in Salesforce, Intercom, and other customer experience platforms.
Commit to learning complex clinical concepts and technology to better educate and support our clients throughout their journey.
Collaborate closely with the broader team, sharing insights to help improve product offerings and the overall customer experience.
Step in to cover front desk or office manager responsibilities as needed, including greeting clients, managing appointments, and maintaining professional environment
What you’ll bring
Ideally 2+ years of experience in operations, customer service or sales in healthcare, or a related field.
Excellent communication skills, both written and verbal, with a warm, empathetic style.
Confidence in de-escalating concerns and turning challenges into positive outcomes.
Strong organizational skills and comfort managing multiple customer interactions simultaneously.
Proficiency with support software and general tech troubleshooting; experience with Salesforce or similar CRM is a plus.
A proactive mindset: you don’t just respond, you anticipate needs and look for opportunities to improve the experience.
Natural ability to build rapport and trust; you thrive on forming strong, genuine connections.
Ability to work weekends and hours listed above
Benefits
Competitive compensation
Premium medical, dental and vision packages
401(k)
Paid PTO and sick days
Stock options