Job Title: Customer Operations Specialist

Department: Operations

Reports To: Director, Clinical Operations

Engagement Type: Contract Position

About VoxNeuro

VoxNeuro is a Toronto-based medical device software company, spun out of McMaster University and founded on the work of neuroscientist Dr. John F. Connolly. Our purpose is to move objective measurement of brain function out of the research laboratory and into routine clinical practice.

Our Cognitive Function Neuroimaging (cfNI) Software is FDA-cleared under 510(k) K253015. It is Class II, prescription-use software for qualified healthcare professionals that performs digital post-hoc statistical analysis of the human electroencephalogram (EEG), including event-related potentials (ERPs), for use in adults 18 to 70 years of age with the Resting State, Auditory Oddball, Go No-Go, Continuous Visual Memory Test and Eriksen Flanker tasks. cfNI compares a patient's EEG and ERP measures against an age-matched reference database and produces a standardized outcome report that supports interpretation by a qualified clinician. The device does not provide a diagnosis or clinical interpretation.

Summary of Position The Customer Operations Specialist is responsible for the end-to-end execution of the Customer Onboarding and Support process and for the records that process generates, in support of commercial deployment of the cfNI Software. The position owns the on-desk execution and record-keeping associated with customer onboarding, account and enterprise provisioning, training administration, inventory, licence and device records, go-live, first-line customer support, post-install check-in scheduling and feedback collation, and off-boarding.

This is an individual contributor position operating within defined procedures across a single, continuous process. The incumbent is the primary point of intake for customer inquiries and support activity, resolves first-line requests directly, escalates technical issues to the second-line Technical Support staff, is responsible for identifying and documenting potential complaints and reportable events for investigation and determination, and is accountable for ensuring that the records generated by commercial activity are complete, accurate, and retrievable.

Essential Duties and Responsibilities

- Execute customer account set-up in full,



including Enterprise account creation and configuration, user account provisioning, hardware assignment, permission assignment, and issuance of instructional communications; maintain the account creation log.
- Complete the pre-install and on-desk preparation steps of the Customer Onboarding and Support process, and confirm that all prerequisites are met before an install date is confirmed.
- Administer the learning management system, including training enrolment and online training invitations, monitor completion in advance of scheduled in-person training, and capture and retain customer training and competency records.
- Maintain inventory tracking, licence key records, device listing within customer accounts, traceability records, and associated import and customs documentation.
- Compile and file the go-live record for each site, confirming that provisioning, training administration, device assignment, and documentation are complete and retrievable.
- Schedule and coordinate post-install check-ins, solicit and collate customer feedback through forms and other structured means, and prepare the record of each check-ins as needed.
- Receive, log, and resolve first-line customer support requests covering access, accounts, licences, scheduling, navigation, and process questions; escalate technical issues to the second-line Technical Support staff with the information required to reproduce them; maintain ticket accuracy and completeness within the designated systems of record.
- Identify and document potential complaints and potential reportable events at intake, initiate the complaint record per process, and route the record to the second-line Technical Support staff for technical investigation and to the MR for reportability determination.
- Prepare and issue a periodic support summary report for measurement and analysis and post-market surveillance reporting.
- Execute customer off-boarding activities, including written notice, return shipping and receiving coordination,



closure communication, and return of equipment to inventory.
- Log customer communications and feedback in the designated systems of record and route feedback for consideration in post-market surveillance and design input.
- Other duties as assigned

Qualifications Required for Position

Required

- Two to four years of experience in customer operations, customer success, service coordination, or an administrative role inside a regulated environment.
- Demonstrated ownership of a recurring, procedure-driven process carrying record-keeping obligations, executed without day-to-day supervision.
- Familiarity with working inside a controlled quality system, or demonstrated ability to follow documented procedures precisely and to evidence that they were followed.
- Demonstrated written capability sufficient to produce clear customer communications and complete, accurate records; assessed by written exercise during selection.
- Demonstrated capability in direct customer contact with clinical professionals by written and verbal communication.
- Post-secondary education in life sciences, health sciences, engineering, or a related discipline, or equivalent practical experience.

Preferred

- Experience with Software as a Medical Device, digital health, or diagnostic software; familiarity with IEC 62304 or IEC 62366-1.
- Experience with complaint intake or customer issue triage in a regulated setting.
- Familiarity with EEG, neurodiagnostic, or clinical neuroscience workflows.
- Experience administering CRM, issue tracking, or learning management platforms.

Work Environment

Hybrid work arrangement based in Ontario, Canada, combining work from home with periodic in-person attendance in Toronto, Ontario. Standard business hours with occasional flexibility required to accommodate customer time zones and scheduled activities such as training sessions, installs, and go-live support.

The position is primarily computer-based and office- or home-office-based, involving extended periods of screen work. Occasional travel may be required for select duties as assigned. The position requires routine access to confidential business information and to protected health information, and is subject to applicable privacy, confidentiality, and information security requirements.

📌 Customer Operations Specialist (Toronto)
🏢 VoxNeuro
📍 Toronto