Hexoskin is seeking a Customer & Sales Support Specialist (fluent in English and Spanish) to become an integral part of our team!
Hexoskin is the leader & pioneer in non-invasive sensors, software, data science & AI digital health solutions. Founded in 2006 in Montréal, Hexoskin’s mission is to record and organize health information and make it accessible and useful.
Hexoskin provides solutions and services directly to customers, researchers, and professionals in Academics & Research Institutions, Pharmaceuticals, Healthcare, Law Enforcement & First Responders, Defence, and Aerospace organizations.
Hexoskin’s headquarters are located in Montreal at 5800 St-Denis St. Our office is close to public transit (Metro Rosemont), a 5-minute walk from the Plateau and Mile-End, and a few steps to a bike path.
We are a fast-growing team that promotes a diverse, talented, and skilled workforce. Hexoskin promotes an inclusive culture, work-life balance, a flexible hours schedule, and remote work options. Women, visible minorities, First Nations and Inuit applicants, people with disabilities, and LGBTQ+ candidates are invited to apply.
ABOUT THE POSITION
The Customer Support Specialist is in charge of supporting and educating Hexoskin clients on how to best use Hexoskin products in different contexts. The chosen candidate will work closely with the Sales, Marketing & Support team and interacts with people throughout the company (software, hardware, design, data science, logistic, finance). Our team is result-oriented and passionate about delivering leading innovative products to a large international community.
RESPONSIBILITIES
Clinical Trial & General Customer Support:
• Provide real-time voice, chat, and email support in both Spanish and English to clinical trial participants, research sites, and general customers.
• Troubleshoot technical issues with Hexoskin hardware, software, and mobile apps.
• Adhere to strict Service Level Agreements (SLAs) and documentation protocols required for clinical studies.
• Be an active ambassador for Hexoskin’s products and solutions.
• Provide customer support from initial onboarding to project completion.
• Develop and maintain strong relationships with Hexoskin users and partners.
• Monitor and improve customer satisfaction by developing surveys and other tools to collect customers’ feedback.
Sales, Operations & Administrative Support:
• Handle inbound sales requests, prepare and send quotes, process new orders, and coordinate meetings for the sales team.
• Maintain and update the company’s CRM database, ensuring all customer and project interactions are accurately logged.
• Author, review, and update articles for our internal and external Knowledge Base.
• Prepare the documentation for customer orders, shipping & deliveries.
• Assist account management with clerical tasks and campaign coordination as needed.
QUALIFICATION & SKILLS (COMPETENCIES)
• Fluent in Spanish and English (written and spoken).
• Must be legally authorized to work in Canada.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proven experience (2+ years) in a customer support, technical support, sales, or client service role.
• A degree in engineering, life sciences, business, or administration is a plus.
• Experience in healthcare, biopharmaceutical, defence, and academic customers is a plus.
• Experience with CRM software and helpdesk ticketing systems (e.g., Hubspot, Jira or other) is a strong asset.
• Tech-savvy with the ability to quickly learn new hardware and software.
• Strong organizational skills and a high level of attention to detail.
• Ability to work independently, manage competing priorities, and stay productive during non-peak hours.
• Rigorous work ethics & customer focus.
WHAT WE OFFER
• A fast-growing startup recognized as an industry leader in health sensors & AI.
• An enjoyable team culture and work environment.
• A rewarding career with advancement opportunities.
• Work on health-related projects (health research, clinical research, patient remote monitoring, etc.).
• Many opportunities to innovate and take initiative.
• You get to work with the latest remote patient monitoring technologies.
• Competitive salary.
• Health benefits.
HOW WE MEASURE THE PERFORMANCE
Performance is measured by KPIs such as lead time, response time, customer satisfaction, and contribution to sales revenue.
TYPE OF POSITION
Permanent, Full-Time
Schedule: Rotating 8-hour shifts from 09:00 AM (ET) to 20:00 PM (ET).
Department: Sales, Marketing & Operations (SMO)
Location: Montreal, Canada (Hybrid, Remote Work Possible)
Job Type: Full-time
Pay: $38,000.00-$40,000.00 per year
Benefits:
• Disability insurance
• Extended health care
• Flexible schedule
• Life insurance
• On-site gym
• Paid time off
• RRSP match
• Stock options
• Store discount
• Wellness program
• Work from home
Education:
• Bachelor's Degree (preferred)
Experience:
• Customer Support, Technical Support, Sales or Service: 2 years (required)
Language:
• French (preferred)
• Spanish (required)
• English (required)
Work Location: Hybrid remote in Montréal, QC H2S 3L5
