Customer Service & Sales Support Specialist

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Base pay range

CA$62,500.00/yr - CA$67,500.00/yr

Manager, People and Culture @ Lark Group | HR Management, Change Management

NeuroCatch Inc. is a brain technology company focused on translating cutting-edge neuroscience into real-world solutions that help measure, test, and treat brain health. Our flagship platform provides an objective evaluation of cognitive function in minutes at the point of care, supporting clinicians, researchers, and performance teams across the globe.

Our purpose is to Boldly Elevate People, and we live our GREAT values every day: Growth Mindset, Respectful, Elevates Others, Authentic, and True Grit.

Role Summary

This is a senior-level, first-of-its-kind role designed to be the operational backbone between the sales team, Clinical Integration Specialist, Customer Support Lead, and our customers. The Customer Service & Sales Support Specialist will serve as the central hub for customer experience, sales coordination, billing support, system administration, and process improvement.

This role is ideal for a highly experienced, independent self-starter who has built strong processes, supported sales teams at a high level, and understands what “great” looks like — but may not have had the opportunity to fully implement their ideas in previous environments. Here, you will have that opportunity.

We’re looking for someone who:

• Brings strong experience and sound judgment
• Naturally sees gaps and inefficiencies
• Thinks strategically about the customer journey before, during, and after the sale
• Is excited by the chance to build, improve, and own how this function operates within a growing organization

This is not a role with a fully built playbook — you will help create it.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, providing high-quality support before and after sales.
• Lead proactive customer follow-up related to orders, onboarding, training coordination, renewals, and ongoing support.
• Act as a senior support partner to the sales team with quotes, documentation, contracts routing, demos, and onboarding coordination.
• Maintain accurate, clean, and strategic customer records and opportunity tracking in Salesforce.
• Prepare and interpret basic sales and customer service reports to support decision‑making.
• Coordinate closely with Finance on invoicing, AR follow‑up, payment tracking, and basic AP‑related documentation.
• Oversee returns, RMAs, and complaint resolution from intake through to completion with strong follow‑through and communication.
• Track, trend, and elevate customer issues with a focus on root cause analysis and continuous improvement.
• Own Salesforce and customer support system data integrity, workflows, and user adoption from an operational perspective.
• Identify service gaps, process inefficiencies, and customer experience opportunities — and actively design and implement solutions.
• Work in close daily partnership with the Clinical Integration Specialist and Customer Support Lead to ensure a seamless, high‑touch customer experience.

Qualifications & Experience

• 8+ years of progressive experience in customer service, sales support, operations, or client experience within a fast‑paced, high‑accountability environment.
• Deep experience supporting sales teams and managing the full customer lifecycle.
• Strong comfort with billing, invoicing, AR follow‑up, and operational finance coordination.
• Hands‑on experience with CRM systems (Salesforce strongly preferred), including reports, workflows, and data hygiene.
• Proven ability to build or improve processes — not just follow them.
• Exceptional written and verbal communication skills with the ability to manage complex customer situations professionally and confidently.
• Highly organized with outstanding follow‑through and prioritization skills.
• Comfortable operating without rigid structure and helping define “how things should work.”

Personal Attributes

• Highly independent and self‑directed
• Strategic thinker with a strong execution mindset
• Naturally proactive and solutions‑oriented
• Confident decision‑maker who doesn’t wait for instruction
• Deeply customer‑focused with strong emotional intelligence
• Comfortable with change, ambiguity, and growth
• Values‑driven and aligned with our GREAT values

Our Commitment to Equity, Diversity, and Inclusion

At NeuroCatch, we’re focused on finding the best people—wherever they’re from and whatever their background. We welcome and celebrate differences, and all qualified applicants will be considered regardless of race, religion, gender identity or expression, sexual orientation, age, disability, citizenship, or immigration status. Applying an equity, diversity, and inclusion lens to our hiring ensures a strong, vibrant culture and helps us live our core values to Be GREAT.

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Customer Service and Sales

Industries

• Medical Equipment Manufacturing