Customer Support Specialist II

Описание вакансии

About Us

Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct-to-consumer sleep product essentials that solve sleep challenges and improve well-being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (SleepDoctor.com, SleepFoundation.org, SleepApnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health-transforming sleep habits. To learn more about Sleep Doctor, visit SleepDoctor.com.

About the Role

This position reports to Sleep Doctor’s Director, Support Operations and will be a remote position.

Hours: Monday through Friday, with two shift options available: 9:00 AM – 6:00 PM EST or 12:00 PM – 9:00 PM EST

What You'll Do

• 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

What We Are Looking For

• 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.

Attributes:

• Customer-centric mindset with a genuine desire to assist and support customers.
• Intellectual curiosity and a desire to learn and improve professionally every day.
• Natural ability to be a mentor and raise the standards of those around you.
• Ownership mentality. If you see something that needs to get done, you do it.
• Patience and resilience in dealing with challenging situations.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
• Team player with the ability to collaborate effectively with colleagues.
• A high level of adaptability. Things will change. There will be bad days. It’s the responsibility of all Customer Service Representatives to adapt to an ever-changing startup environment.
• Maintain a ”controller” mindset and always look to solve the customer’s issue in the simplest way possible.
• Ability to think critically and “read between the lines”.
• A mindset of intellectual curiosity and a desire to continue learning and growing professionally.

Who We Are

• We play an important role in the health & wellness decisions of our audiences, and it’s a responsibility we don’t take lightly.  We invest thoughtfully to provide the most expert-driven, audience-first experience
• We embody rapid, sustainable growth. Run into a challenge or a new opportunity?  Everyone on the team rolls up their sleeves and digs in
• We’re going to push you to ask big questions and find bold answers.  Everyone has a seat at the table, regardless of their title or job description
• In Seattle, our positions adopt a hybrid model, recognizing the importance of in-person collaboration and remote work.  Our newly renovated-office remains open five days a week to those who thrive in a traditional office-environment.
• We love a good celebration!  We enjoy what we do because of who we do it with, and take time to celebrate every win – whether ours or a teammate’s

Compensation Range

$20-$23 per hour.

Note that final compensation is subject to the candidate’s specific qualifications, as well as the needs of the company.

The Company currently provides medical, vision, and dental insurance 100% of the employee  medical, vision,   and   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.

Sleep Doctor is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants.