Customer Operations Specialist (West Coast)

Customer Operations Specialist (West Coast) (57491) Hot Job Fully Remote • Binx Health INC - Cambridge, MA 02142 Apply Overview Salary Range $55,000.00 - $65,000.00 Salary Position Type Full-Time - Salaried Education Level Not Specified Apply Description Customer Operations Specialist Who We Are: binx health is a healthcare technology and diagnostics company focused on expanding access to care. The binx io is the world’s first FDA-cleared, CLIA-Waived, Point-of-Care platform for chlamydia and gonorrhoea testing in both males and females. Our rapid, molecular platform brings rapid, accurate and convenient infectious disease testing to clinical settings nationwide. Our solutions have the ability to broaden access to care for millions and put proprietary testing solutions in the hands of clinicians everywhere. We work with Urgent Care, Universities, hospitals, clinics and public health departments and other organizations to provide patient-centric solutions for their communities. Our Mission: We deliver rapid, reliable results that close the gap between testing and treatment, advancing a future free of preventable infections. Our Values: Patients First – We deliver fast point of care diagnostics without compromising the quality and reliability of our results. Collaborating as One Team - We work together across teams, supporting one another to achieve shared goals and better patient outcomes. Quality & Reliability That Patients Trust - We build rigorous quality into every step, so results are reliable when it matters most. Innovation that Matters - We seek better ways to solve problems, improve experiences, and drive meaningful impact. Leading with Integrity and Respect - We act with honesty, accountability, and transparency, ensuring our decisions always reflect what is right for patients and partners. At binx health, we know a diverse workforce adds to our collective value and strength as an organization. People of colour, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. binx health is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The Position: The Customer Operations Specialist supports customers with day-to-day operational needs, including order processing, customer communication, account maintenance, onboarding coordination, and basic customer support. This role works closely with Sales, Customer Success, Technical Support, and Operations to ensure customers receive timely and consistent support. This position is 100% remote. Responsibilities: Process customer orders and purchase orders and ensure information is accurate. Provide order confirmations, shipping updates, and tracking information. Respond to customer emails and phone calls and provide timely follow-up. Maintain accurate customer, contact, and account information in Salesforce. Create and update customer support cases and document customer interactions. Provide basic Level 1 customer support and escalate technical issues when needed. Coordinate customer onboarding, installation, and training activities. Support customer follow-up after installation and training. Assist with returns, replacements, and RMAs. Monitor open customer requests and follow through until completion. Work cross-functionally with Sales, Customer Success, Technical Support, and Operations. Support customer compliance and account follow-up activities as needed. Qualifications Education, Experience and Demonstrated Skills : Associate degree preferred; however, equivalent relevant experience will also be considered. This position is expected to work West Coast/Pacific Time business hours to support customers and business needs. 1–3 years of customer service, customer operations, order management, or related experience. Strong written and verbal communication skills. Strong organizational skills and attention to detail. Ability to manage multiple priorities and work independently. Strong customer service and problem-solving skills. Familiarity with working in a fast-paced, start-up environment where priorities may shift quickly. Comfortable communicating with customers by phone and email. Experience with Salesforce, NetSuite, or similar systems preferred. Healthcare, medical device, diagnostics, or regulated industry experience is a plus. Strong sense of ownership, accountability, and follow-through.