Customer Service & Sales Support Representative
Job Description
Key Responsibilities (M-F, 9am-5pm)
Customer Support & Inbound Handling
- Serve as first-line response on all inbound phone calls — answering product and account questions, assisting customers with reorders, and adding practices to the price list.
- Qualify and transfer sales opportunities to the appropriate sales representative with complete context and contact detail.
- Help maintain the shared customer service inbox, triaging and categorizing email to the correct team member for resolution.
Account Retention & Proactive Follow-Up
- Own customer support and follow-up for all accounts with four or more orders, monitoring for consistent reorder patterns.
- Give priority attention to accounts whose order frequency or volume has declined — reach out, determine the cause, and escalate at-risk accounts to the assigned rep.
- Monitor auto-ship and subscription activity, surfacing any paused or canceled plans to the responsible sales rep promptly.
Order Processing & CRM Accuracy
- Process orders in Shopify and ensure accurate, complete corresponding entry in GoHighLevel (GHL).
- Maintain GHL data hygiene — merge and clean up duplicate accounts, and complete missing or erroneous fields on records auto-created through Klaviyo.
- Handle international inquiries end to end: respond to inbound INT requests, capture requirements, and create accounts in GHL.
Lead Capture from Social
- Monitor comments on company social media posts and engage with users showing purchase interest.
- Collect valid contact information, create the corresponding record in GHL, and assign the lead to the appropriate sales team member for follow-up.
Returns, Exchanges & Field Inventory Compliance
- Manage all returns and exchanges — complete the RGA and work with the Operations and QA teams through to return completion.
- Manage trunk stock traceability for the sales team: keep reps stocked and ensure lot-level traceability records are complete and current in compliance with FDA regulations.
Office Support
Assist with miscellaneous office tasks on an as-needed basis, including building training kits and welcome packs.
Lineage Biomedical, Inc. is advancing precision dosing within the U.S. injectable drug-delivery device ecosystem—an estimated ~$27 billion market where accuracy, ease of use, and workflow efficiency matter across multiple clinical specialties.
Our flagship product platform, the NavaClickTM Injection System, is redefining how aesthetic and medical professionals approach dosing accuracy, workflow efficiency, and patient outcomes. Our initial focus is neurotoxin injections (Botox® is a specific brand), a multi-billion-dollar U.S. and North American market with an estimated ~10 million procedures performed annually.
We are a growing, founder-led organization with an entrepreneurial mindset with a deep commitment to product excellence.
