Customer Experience Support Analyst

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $65k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Linus Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

💰 $55M Series B on 2021-07

Healthcare • Consulting • Food & Beverage

Linus Health is a company focused on advancing cognitive health through next-generation digital cognitive assessment platforms. Their solutions are designed to enable earlier detection and intervention in brain health, particularly for conditions like Alzheimer's and other dementias. By combining trusted cognitive tests with the power of AI, their platform delivers actionable clinical guidance and insights. Linus Health aims to address the rising need for innovation in cognitive care due to the projected increase in dementia cases. The company's technology has been extensively researched and validated in numerous studies, indicating its sensitivity in detecting early signs of cognitive impairment. Linus Health partners with leading organizations to enhance cognitive screening protocols in healthcare delivery and life sciences research.

📋 Description

• Serve as the primary point of contact for day-to-day customer support requests through the Linus Support Portal, email, phone, meetings, and chat • Own customer requests from initial contact through resolution, maintaining accurate documentation, timely communication, and reliable follow-through • Assess issue impact, prioritize time-sensitive needs, and respond within established service-level expectations • Provide clear, empathetic support and de-escalate challenging situations • Escalate issues affecting broader customer relationships, clinical program performance, or contractual commitments to the Clinical Program Manager • Share customer feedback, recurring issues, and support trends with Clinical Program Management, Service Design, and Product teams • Troubleshoot Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality • Gather details, ask diagnostic questions, test solutions, reproduce issues when possible, document findings, and determine next steps • Coordinate with Product, Engineering, and Clinical Program Management while maintaining ownership of customer follow-up • Build working knowledge of Linus Health products and customer workflows • Coordinate customer onboarding tasks related to device logistics, fulfillment, and vendor-related requests • Track support metrics and SLA performance, including responsiveness, resolution quality, and customer satisfaction • Follow privacy, security, and escalation procedures • Identify recurring issues and trends; recommend improvements to workflows, documentation, products, and scalable support processes • Maintain internal knowledge resources, share insights across teams, and support customer-experience special projects • Identify operational risks, recurring support needs, and customer-readiness gaps before they affect clinical workflows or satisfaction • Support customers Monday through Friday within coverage hours of 8:00 a.m. to 8:00 p.m. Eastern Time, with schedule flexibility 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 environment or a role directly supporting healthcare delivery, with an understanding of clinical and operational workflows • Familiarity with Zendesk, including managing tickets, documenting interactions, updating statuses, and tracking requests through resolution • Strong technical troubleshooting aptitude and the ability to investigate unfamiliar issues logically and learn new systems • Excellent written and verbal communication skills, including empathetic customer support and effective de-escalation • Strong organizational and project management skills, with demonstrated ownership, initiative, and independent follow-through • Ability to manage competing priorities, recognize time-sensitive needs, and exercise sound judgment about when to investigate, seek collaboration and guidance, or escalate • Demonstrated cross-functional collaboration, openness to feedback, and adaptability as processes, technologies, and priorities evolve • Passion for delivering exceptional customer experiences • Preferred: Experience supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical and/or research settings • 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 settings • 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

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