SleepDoctor

Customer Support Specialist II

SleepDoctor

full-time

Posted on:

Location Type: Remote

Location: France

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Salary

💰 $20 - $23 per hour

About the role

  • Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services.
  • Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases.
  • Serve as a resource for Level 1 team members, providing guidance and support on complex cases.
  • Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency.
  • Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements.
  • Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage.
  • Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution.
  • Maintain accurate and thorough documentation of customer interactions, orders, and medical records.
  • Ensure adherence to healthcare regulations, medical device standards, and internal processes.
  • Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes.
  • Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes.
  • Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows.

Requirements

  • 2+ years of previous experience in a direct-to-consumer customer service role.
  • Proficiency in helpdesk software like Zendesk with the ability to learn new systems quickly.
  • Track record of success in at least one remote role for more than one year.
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Exceptional interpersonal skills.
  • Ability to actively listen to customers and empathize with their needs.
  • Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
  • Familiarity with customer relationship management (CRM) tools like Zoho is a plus.
  • Experience in healthcare, sleep health, or with Durable Medical Equipment is a plus.
  • Familiarity with sleep apnea conditions and PAP devices (CPAP, BiPAP, ASV) is preferred but not required.
  • Fluency in languages in addition to English is advantageous but not required.
Benefits
  • The Company currently provides medical, vision, and dental insurance 100% of the employee medical, vision, & dental premiums covered by the Company.
  • There is an option to participate in both a medical FSA and dependent care FSA.
  • We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary.
  • You will be eligible for Paid Time Off in accordance with the company’s policies.
  • Our Seattle-based employees will receive commuter benefits.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingattention to detailmultitaskingHome Sleep StudiesDurable Medical Equipmentsleep apneaPAP devicesprescription validationregulatory compliance
Soft Skills
verbal communicationwritten communicationinterpersonal skillsactive listeningempathyguidancesupportcollaborationcustomer retentionissue resolution