Customer Support & Operations Specialist — Radiant

Georgetown, TX | Full-Time | Hybrid: Remote & In-Office | 2X Best Places to Work, Central Texas

RDC provides trusted dosimetry services across healthcare, nuclear, industrial, and research settings, from badge exchanges in hospitals to exposure tracking in nuclear facilities, dental and veterinary practices, university labs, and industrial crews.

Radiant is our newest product: a real-time digital dosimetry system for hospitals that gives clinical staff live radiation exposure data to protect themselves and their patients during procedures. We're expanding the Radiant team to help us get this right as we scale.

Location & hours: Georgetown, TX. Expect to be in the office for hardware operations work; customer onboarding and support work is flexible/remote the rest of the week. Our customer support hours are 8:00 AM–6:00 PM Central Time . Your specific work schedule will fall within these operating hours and may vary based on business needs and customer volume.. No travel outside of normal commute required.

About the role

You'll work directly with our Founding Customer Success Lead, joining at an exciting stage as Radiant scales. The role splits across two areas:

• Operations (60–70%) — Preparing and shipping Radiant hardware kits. This work is foundational to the role early on: the kit a customer receives is their first impression of Radiant, and the quality of that experience starts here.
• Customer Support (30–40%)— Supporting hospital accounts through onboarding, first-line issue resolution, and ongoing account health.

What you'll do

Customer Support

• Act as first-line support (mostly email, some phone), triaging and resolving or escalating issues against our service standards.
• Run onboarding for new hospital accounts: pre-install readiness checks (including IT/network setup), install coordination with field and OEM partners, and post-install review calls.
• Set up accounts in HubSpot and NetSuite, and manage handoffs between sales, install, and support.
• Own replacements, returns, and customer requests end to end.
• Track recurring issues and feed them back to product and engineering.

Operations (on site)

• Assemble Radiant kits: flight case and foam prep, serial number and device labeling.
• Charge, pair, and test dosimeters against our outgoing quality inspection procedure.
• Log devices per kit and keep records clean and audit-ready.
• Prepare outbound shipments.

What we're looking for

• 2–4 years in customer support, or customer onboarding — ideally healthcare, medical device, or another regulated/connected-device setting.
• Comfortable troubleshooting connected devices and their software at a first-line level.
• Hands-on with a CRM or support platform (we run HubSpot Service Hub and TalkDesk).
• Strong operational follow-through — you close loops, and nothing slips.
• Works independently and coordinates well with engineering, ops, and leadership on a small team.
• Based in or able to commute to Georgetown, TX.
• Comfortable with hands-on, repetitive physical work: this role involves standing for extended periods, repetitive assembly motions, and lifting/carrying shipping boxes and equipment cases [25 lbs], several days a week.

Nice to have

• Experience supporting hospital IT or clinical operations.
• Background in hardware-enabled or connected-device products.

How you'll work

• Comfortable as a generalist, moving across onboarding, support, and operations in a single day.
• Calm and clear in time-sensitive clinical situations.
• Reliable, detail-oriented, with a strong sense of ownership — the kit a customer opens is their first impression of us.
• Effective when priorities shift in an early-stage business unit.