About Formus Labs:
Formus Labs enables personalised orthopaedics at scale, by embracing biomechanics automated with AI. Our vision is to lead the transformation of orthopaedics by empowering surgeons to individualize care and enhance patient lives worldwide. We have an exclusive partnership with Zimmer Biomet in Asia-Pacific with our flagship product - Formus Hip - the world’s first fully automated 3D pre-operative planner for Total Hip Arthroplasties (THAs).
Role overview
As a Customer Support Specialist, you will play a pivotal role in empowering our sales representatives and surgeons. You will ensure seamless onboarding, efficient processing of pre-operative plans, and swift resolution of all inquiries. We're looking for an empathetic and results-driven problem-solver with a strong desire to understand and meet our customers' unique needs. While clinical experience in orthopaedics (particularly Total Hip Arthroplasties - THAs) is highly valued, a strong aptitude and willingness to acquire deep technical domain knowledge are essential.
Key Success Measures:
● Primary:
Customer Satisfaction (CSAT)
Time to Resolution (TTR)
●Secondary:
Case Volume (YoY)
These metrics are crucial to ensuring our customers' success and our continued growth.
Role Type:
This role begins as a casual position, offering flexibility with a clear pathway to part-time and ultimately full-time employment.
We're seeking someone looking for a long-term opportunity to grow with us.
Reports to:
Customer Success Manager
Location:
This is a remote position based in Australia, Japan or Auckland (NZ), strategically located to provide real-time support to our customers in these key geographies. Australian candidates
with proximity to our Customer Success Manager are a plus. Being NZ-based is also a possibility, enmeshed in the HQ team.
Key Responsibilities:
● Collaborate with our commercial partner staff to onboard and activate new sales representatives and surgeons.
● Manage the timely receipt and upload of medical imaging data, proactively troubleshooting any technical issues.
● Field all inbound customer enquiries, working to own and address all non-clinical queriesand work with relevant Formus colleagues to solve clinical questions and requests. Facilitate the resolution of complex clinical queries by collaborating with the Customer Success Manager and Formus Research Team to ensure delivery of high-confidence pre-operative plans.
● Oversee the customer complaints process, ensuring all feedback is accurately documented and integrated into our quality processes.
● Drive the speedy resolution of technical queries from ZB reps and surgeons, identifying opportunities for system and process enhancements.
● Prepare monthly reports on key customer metrics for internal and external stakeholders, providing actionable customer insights.
● Communicate critical field insights to the Formus HQ team, contributing to ongoing product improvements and enhancements.
