[Remote] Complaints Specialist

Note: The job is a remote job and is open to candidates in USA. SharkNinja is a global product design and technology company known for its innovative lifestyle solutions. The Customer Complaints Specialist will coordinate the intake, documentation, and routing of customer complaints within the organization’s Quality Management System, ensuring compliance with internal procedures and regulatory requirements.

Responsibilities

• Monitor designated sources (customer service portals, email, phone logs, online forms) for new complaints and product feedback
• Review submissions for completeness and follow up with internal stakeholders to collect any missing required information
• Accurately log complaints in the QMS, ensuring each entry meets procedural and regulatory standards
• Initiate and route complaint records to the appropriate stakeholders (e.g., quality, engineering, regulatory) for further action and investigation
• Monitor the status of open complaints and ensure timely progression through all required stages (e.g., intake, initial assessment, investigation, closure)
• Ensure all complaint-related records, attachments, and decision rationales are properly documented and traceable
• Ensure complaints are processed in accordance with company procedures and applicable regulations
• Confirm required reviews, approvals, and effectiveness checks are completed prior to complaint closure
• Support internal audits and inspections by preparing complaint files and records as requested
• Identify complaints that may involve reportable events and escalate to the appropriate personnel for regulatory assessment
• Assist in maintaining documentation needed to support complaint reporting activities for regulatory authorities
• Generate routine and ad hoc complaint summary reports for management and quality teams
• Provide updates on complaint trends and open complaint status during team meetings or quality reviews
• Collaborate with customer service, Return logistics, and QA/RA teams to facilitate efficient complaint processing

Skills

• High school diploma or equivalent required
• 1–3 years of experience in a quality, compliance, or customer service support role, preferably in a regulated industry (medical device, pharmaceutical, healthcare)
• Experience working with electronic or paper-based QMS platforms (e.g., MasterControl, Veeva, Greenlight Guru, TrackWise, or equivalent)
• Familiarity with ISO 13485, FDA 21 CFR 820, and complaint handling best practices is highly desirable
• Excellent attention to detail and organizational skills
• Strong verbal and written communication
• Proficiency in using document management systems, spreadsheets, and collaborative tools
• Ability to manage multiple tasks and meet deadlines with minimal supervision
• Comfortable working in a fast-paced, regulated environment with a focus on compliance and accuracy
• Associate's or Bachelor's degree in a health, life sciences, business, or quality-related field preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Health savings accounts (HSA) with company contribution
• 401(k) retirement plan with matching
• Employee stock purchase program
• Life insurance
• AD&D
• Short-term disability insurance
• Long-term disability insurance
• Generous paid time off
• Company holidays
• Parental leave
• Identity theft protection
• Pet insurance
• Pre-paid legal insurance
• Back-up child and eldercare days
• Product discounts
• Referral bonus program
• And more

Company Overview

Company H1B Sponsorship