This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Customer Experience Specialist will join the Customer Experience & Implementations team and report to the Manager of Customer Experience. This role does not have direct reports. The position is fully remote (U.S.-based), with standard weekday coverage (M–F, 8–5 local time) and occasional in-person team meetings.

• Serve as the primary frontline point of contact for routine customer inquiries (login issues, password resets, user setup, device ordering, basic “how do I” workflows)
• Provide reliable phone and ticket intake coverage during business hours
• Accurately document customer interactions within Zoho and associated systems in alignment with QMS standards
• Resolve high-volume, repeatable workflows independently and efficiently
• Triage complex or technical issues appropriately to Tier 1 with clear documentation and context
• Maintain operational consistency in user provisioning, ordering workflows, and portal-related tasks
• Identify recurring friction points and escalate patterns proactively
• Contribute to documentation improvements and customer-facing enablement resources
• Demonstrate steady improvement in software fluency and device workflow knowledge within first 3–6 months
• Achieve strong responsiveness metrics and positive customer interaction feedback
• Spend much of the day on the phone first response to customers
• Consistently meeting or exceeding your goals while taking advantage of growth opportunities as they become available demonstrating results & readiness to take on new challenges

Qualifications

• CPSGT/RPSGT or other active sleep credential
• Experience in sleep medicine, sleep technology, or a related allied health field
• 2+ years of experience in customer support, operations, healthcare support, or medical device environment
• Experience handling high-volume ticket or phone-based support workflows
• Strong written documentation skills and attention to detail
• Comfort navigating multiple software systems simultaneously
• Ability to follow structured processes in regulated environments
• Clear and professional communication skills (phone and written)
• Strong organizational skills and ability to prioritize competing tasks

Requirements

• Associate’s Degree or Bachelor's degree in a relevant discipline is a plus
• Experience in medical device support, or healthcare operations
• Experience working within a Quality Management System (QMS) or regulated environment
• Familiarity with CRM/ticketing systems (Zoho experience helpful)
• Experience supporting SaaS or cloud-based software platforms
• Light technical aptitude (comfort troubleshooting devices, basic system configuration)
• Familiarity with basic scripting, coding, or data tools (e.g. Python, SQL, Excel macros) is a bonus but not expected

Benefits

• The base hourly range for this role is $25-$26. Final pay is determined on past experience, specific skills and qualifications.
• The base salary is one component of the total compensation package, which includes equity, PTO and other benefits.