Customer Experience Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for daily customer support inquiries via the Linus Support Portal, email, phone, meetings, and chat.

• Manage customer requests from the first point of contact to resolution, ensuring accurate documentation, timely communication, and dependable follow-through.

• Evaluate issue impact, prioritize urgent needs, and respond within set service-level expectations.

• Deliver clear and empathetic assistance while effectively de-escalating difficult situations.

• Escalate issues that may impact broader customer relationships, clinical program performance, or contractual obligations to the Clinical Program Manager.

• Relay customer feedback, recurring issues, and support trends to Clinical Program Management, Service Design, and Product teams.

• Diagnose issues related to Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality.

• Collect information, pose diagnostic questions, test solutions, replicate issues, document findings, and determine subsequent steps.

• Collaborate with Product, Engineering, and Clinical Program Management when specialized expertise is required while maintaining ownership of customer follow-up.

• Oversee customer onboarding activities associated with device logistics, fulfillment, and vendor requests.

• Monitor support metrics and SLA performance, including response times, resolution quality, and customer satisfaction.

• Adhere to privacy, security, and escalation protocols.

• Identify recurring issues and trends; propose enhancements to workflows, documentation, products, and scalable support processes.

• Maintain internal knowledge resources, share insights among teams, and assist with customer-experience special projects.

• Proactively identify operational risks, recurring support needs, and gaps in customer readiness before they impact clinical workflows or satisfaction.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Customer Support, Customer Operations, or technical support.

• Professional experience in a healthcare setting or a role directly supporting healthcare delivery, with knowledge of clinical and operational workflows.

• Familiarity with Zendesk, including ticket management, documenting interactions, updating statuses, and tracking requests through to resolution.

• Strong aptitude for technical troubleshooting and the ability to logically investigate unfamiliar issues while learning new systems.

• Excellent written and verbal communication skills, including empathetic customer support and effective de-escalation techniques.

• Strong organizational and project management abilities, demonstrating ownership, initiative, and independent follow-through.

• Capability to manage competing priorities, recognize urgent needs, and exercise sound judgment on when to investigate, seek collaboration, or escalate.

• Proven cross-functional collaboration skills, openness to feedback, and adaptability as processes, technologies, and priorities change.

• A passion for delivering outstanding customer experiences.

• Individual work schedules may vary between Monday and Friday, from 8:00 a.m. to 8:00 p.m. Eastern Time, depending on business needs, team coverage, and customer demand.

• Preferred: Experience in supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical or research environments.

• Preferred: Experience troubleshooting Apple iPads and iOS, browsers, connectivity, or other customer-facing technologies.

• Preferred: Clinical training, direct patient-care experience, or experience working closely with healthcare professionals in patient-facing roles.

• Preferred: Exposure to clinical research, customer implementations, device logistics, or knowledge management.

🏝️ Benefits

• Equity

• Health benefits

• Unlimited PTO

• Monthly flex day

• 401(k) plan with an employer match

• Reasonable accommodations for candidates with disabilities during the recruiting process