Customer Service Consultant (CPAP)

OneMed Group Pty Ltd; Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

SleepCo is seeking a CPAP Customer Service Consultant to be the friendly, knowledgeable voice patients reach on phone and live chat. You’ll help them understand their options, find the right equipment, and feel supported every step of their therapy journey.

If you know CPAP and genuinely care about the difference it makes, this role was built for you. Based at our Silverwater NSW office, you will handle inbound enquiries, qualify leads, follow up quotes, and support patients with compliance and

Qualifications

• Prior CPAP or sleep health experience is an advantage.
• Experience in phone or online sales, health, medical devices, or retail is an advantage.
• Confident across multiple channels, phone, chat, and email.
• The kind of person who finds it genuinely satisfying when a patient calls back to say their sleep has changed.
• Comfortable owning your numbers and working to KPIs.

Responsibilities

• Handle inbound enquiries via phone and live chat
• Qualify leads and recommend the right equipment for each patient's needs
• Follow up quotes, trials, and incomplete purchases
• Support existing patients with compliance questions, equipment upgrades, and resupply
• Escalate to our clinical team when a patient needs formal assessment or troubleshooting beyond your scope
• Work to activity and conversion targets without cutting corners on the patient experience

Job description

SleepCo is on a mission to become Australia's national sleep health brand.

We've already helped over 100,000+ patients through home sleep testing, CPAP therapy, and in-person care. Now we're growing the team that gets patients from first enquiry to first night on therapy.

We’re hiring a CPAP Customer Service Consultant to be the friendly, knowledgeable voice patients reach on phone and live chat. You’ll help them understand their options, find the right equipment, and feel supported every step of their therapy journey. If you know CPAP and genuinely care about the difference it makes, this role was built for you.

What you'll be doing

The people who contact us are often exhausted, frustrated and unsure where to start. Your job is to listen, ask the right questions, and guide them to the CPAP, mask and accessories that suit their needs. Then you make sure they’re set up for success. Our marketing team brings in a steady flow of enquiries, so your focus is on giving every patient a great experience.

• Handle inbound enquiries via phone and live chat

• Qualify leads and recommend the right equipment for each patient's needs

• Follow up quotes, trials, and incomplete purchases

• Support existing patients with compliance questions, equipment upgrades, and resupply

• Escalate to our clinical team when a patient needs formal assessment or troubleshooting beyond your scope

• Work to activity and conversion targets without cutting corners on the patient experience

What we're looking for

• Prior CPAP or sleep health experience is an advantage

• Experience in phone or online sales, health, medical devices, or retail is an advantage

• Confident across multiple channels, phone, chat, and email

• The kind of person who finds it genuinely satisfying when a patient calls back to say their sleep has changed

• Comfortable owning your numbers and working to KPIs

Why SleepCo

If you’ve worked in a clinic, you know how hard it can be to give patients the follow‑up they deserve. Enquiries slip through the cracks, nobody owns the patient experience, and the systems are held together with spreadsheets. Here you’ll have a dedicated team bringing in real enquiries, the tools to look after patients properly, and products that genuinely change lives.

• Inbound‑led role, no cold calling

• Onsite at our Silverwater NSW office

• Direct access to leadership and a team that moves fast

If you understand what a good night’s sleep means to someone who hasn’t had one in years, and you want a career helping people get there, we’d love to hear from you.