Sleep Technician – Back-Office Support

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

📋 Description

• Assist in the selection of CPAP machines and masks for newly diagnosed patients, offering product and part recommendations based on their diagnosis, prescription, and specific needs.

• Aid existing patients in replacing or upgrading their CPAP machines or masks, ensuring compatibility checks and providing accessory or part recommendations.

• Analyze and interpret home sleep test results, preparing preliminary therapy recommendations for consultations.

• Create guidance and documentation for therapy setup, including device selection, mask fitting notes, and pressure settings.

• Maintain comprehensive CRM records throughout the processes of testing, replacement requests, therapy initiation, and follow-up.

• Handle warranty claims, 30-day exchanges, and submissions for manufacturer money-back guarantees through the ResMed and Fisher & Paykel portals.

• Compile compliance data extracts from AirView, myAir, and SleepStyle for consultant follow-up calls.

• Collaborate internally with sales, consultants, and warehouse teams.

• Stay informed about TGA-registered devices, the current range of CPAP and masks, and the Australian private CPAP/sleep therapy standards.

• Work closely with consultant teams based in Australia in a non-customer-facing, back-office role.

⛳️ Requirements

• Proven experience in the Australian private CPAP/sleep therapy market, rather than solely in US or insurance-managed markets.

• Strong technical expertise in CPAP/APAP devices, masks, parts, and accessories, including knowledge of ResMed, Fisher & Paykel, Philips, Lowenstein, Yuwell, and BMC.

• Experience in recommending CPAP machines and masks tailored to patient diagnoses and prescriptions.

• Familiarity with interpreting home sleep test or compliance data using AirView, myAir, or similar tools.

• Experience with warranty and exchange processes through manufacturer portals is highly valued.

• Ability to work independently in a remote, back-office environment.

• Exceptional attention to detail and accuracy in CRM data entry and documentation.

• Previous experience with an Australian CPAP retailer, sleep clinic, or home sleep testing provider is preferred.

• Prior customer service experience through live chat, phone, and email is preferred.

• Familiarity with Jungle Commerce, Shopify, Klaviyo, or Missive is highly regarded.

• Must be located in the Philippines.

• Must disclose any existing ongoing roles or client work.

• Must indicate the engagement on LinkedIn as “Independent Contractor.”

🏝️ Benefits

• 100% remote work.

• Work from home.

• Comprehensive training can be offered for the right candidate.