Mobius Mobility

Customer Experience Specialist

Manchester, NH
Full Time
Entry Level
At Mobius Mobility, we’re not just building technology— we’re redefining freedom. Our mission is to empower individuals with mobility challenges to live life on their own terms. We do this through the ibot® Personal Mobility Device, a marvel of engineering that climbs stairs, navigates rough terrain, and elevates users to eye-level— all with grace and independence.

We are seeking a Customer Experience Specialist to serve as a trusted guide for our customers throughout their journey with Mobius Mobility. From initial outreach through training and ongoing support, this role ensures every interaction is responsive, respectful, and centered on empowering independence.

Responsibilities:
  • Support a high volume of customer e-mail correspondence and telephone calls
  • Utilize CRM software to document, manage and track user contacts
  • Support customer onboarding, partnering with customers, prescribing clinicians, trainers, suppliers and internal Mobius staff to ensure success
  • Maintain and improve existing customer relationships
  • Respond to user inquiries in a timely manner
  • Manage calendars and scheduling for user training and product demonstrations
  • Ensure timely and accurate processing of sales orders, including all necessary documentation
  • Thrive in a fast-paced, professional, customer-oriented environment
  • Assist the Customer Support Team when additional administrative help is needed
Required Qualifications:
  • AS degree or equivalent
  • 2 years minimum experience in a customer service/support role
  • Exceptional customer service skills, with a focus on quality and responsiveness
  • Ability to explain insurance requirements and coverage with clarity and patience
  • Experience handling customer complaints
  • Ability to maintain confidentiality when provided with sensitive information
  • Ability to prioritize work and multi-task effectively
  • Strong computer skills including proficiency with Microsoft Office (Word, Excel, PowerPoint)
  • Excellent written and verbal communication skills – internally and externally
  • Ability to collaborate professionally and contribute to departmental and company goals
  • Valid and current driver license
Preferred Qualifications:
  • Experience with CRMs such as Atlas, Salesforce or HubSpot
  • Experience with medical billing and coding
  • Professional experience in the medical device industry and/or working with the disability community
Physical Requirements:
  • Ability to complete all tasks that require the use of a computer and office equipment
  • Ability to navigate the facility and communicate effectively with employees, customers, and visitors
  • Ability to move items weighing up to 30 lbs.
  • Ability to travel as needed both domestically and internationally
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