Customer Experience Support Analyst

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

📋 Description

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

• Take ownership of customer requests from the initial contact through to resolution, ensuring accurate documentation, timely communication, and dependable follow-through.

• Evaluate the impact of issues, prioritize urgent needs, and respond in accordance with established service-level expectations.

• Deliver clear, empathetic support and effectively de-escalate challenging situations.

• Elevate issues that 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 Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality.

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

• Collaborate with Product, Engineering, and Clinical Program Management while retaining ownership of customer follow-up.

• Develop a thorough understanding of Linus Health products and customer workflows.

• Manage customer onboarding tasks related to device logistics, fulfillment, and vendor requests.

• Monitor support metrics and SLA performance, focusing on responsiveness, resolution quality, and customer satisfaction.

• Adhere to privacy, security, and escalation protocols.

• Recognize recurring issues and trends, recommending enhancements to workflows, documentation, products, and scalable support processes.

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

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

• Provide customer support from Monday to Friday during coverage hours of 8:00 a.m. to 8:00 p.m. Eastern Time, with a flexible schedule based on business needs.

⛳️ 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 an understanding of clinical and operational workflows.

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

• Strong technical troubleshooting skills and the ability to logically investigate unfamiliar issues and learn new systems.

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

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

• Ability to manage competing priorities, recognize time-sensitive needs, and exercise sound judgment regarding when to investigate, seek collaboration, or escalate concerns.

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

• A passion for providing exceptional customer experiences.

• Preferred: Experience in supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical and/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