Customer Experience Support Analyst

Linus Health; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Linus Health is seeking a Customer Experience Support Analyst to deliver day-to-day support to customers and users. You will own issues from initial contact to resolution, coordinate with internal teams, and help improve clinical workflows and product usability.

The role emphasizes strong problem-solving, proactive communication, and ownership of customer satisfaction in a healthcare tech environment.

Qualifications

• 3-5 years of experience in Customer Success, Customer Support, Customer Operations, or technical support.
• Healthcare environment experience or understanding of clinical/workflow contexts.
• Strong written and verbal communication skills.
• Organizational and project management abilities.

Responsibilities

• Serve as the primary contact for day-to-day customer support via Linus Support Portal, email, phone, meetings, and chat.
• Own customer requests from initial contact through resolution with documentation and follow-through.
• Assess issue impact, prioritize needs, and respond within service levels; escalate as needed.
• Share feedback and trends with product teams to improve workflows and usability.
• Troubleshoot issues involving Linus Health software, Apple devices, browsers, connectivity, and hardware.

Skills

Customer Success

Customer Support

Customer Operations

Technical support

Excellent communication

Tools

Zendesk

Job description

The Role

We are seeking a Customer Experience Support Analyst to deliver exceptional day-to-day support to Linus Health customers and users. This individual will report to the Associate Manager, Customer Experience and serve as a trusted resource for technical troubleshooting, customer requests, and operational support, ensuring issues are addressed promptly, thoughtfully, and thoroughly.

This role requires strong technical problem-solving, proactive communication, and a deep appreciation for how our technology supports clinical workflows. Support Analysts take ownership of customer issues from initial contact through resolution, coordinate with internal teams, and identify opportunities to improve the reliability, efficiency, and quality of the customer experience.

What You'll Do

Customer Support and Issue Resolution

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 internal and external communication, and reliable follow-through.

Assess issue impact, prioritize time-sensitive needs, and respond within established service-level expectations. Provide clear, empathetic support in challenging situations. Escalate issues that affect 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 to inform improvements in clinical workflows, product usability, and customer adoption.

Technical Troubleshooting

Troubleshoot issues involving Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality.

Gather details, ask diagnostic questions, test possible solutions, and reproduce issues when possible. Document findings and determine appropriate next steps.

Refer to Product, Engineering, and Clinical Program Management teams through established division communications when specialized expertise is needed, while maintaining ownership of customer follow-up.

Build working knowledge of Linus Health products and customer workflows; apply new learning and sound judgment to unfamiliar issues and escalations.

Customer Operations

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 established privacy, security, and escalation procedures.

Identify recurring issues and customer trends; recommend improvements to workflows, documentation, and products, and develop scalable customer support processes.

Maintain internal knowledge resources, share insights across teams, and support special projects that improve the customer experience.

Proactively identify operational risks, recurring support needs, and gaps in customer readiness; coordinate with the Clinical Program Manager and other internal teams to address them before they affect clinical workflows or customer satisfaction.

What Excellence Looks Like

An exceptional Customer Experience Support Analyst makes customers feel confident that their needs are understood, their issues are being addressed, and nothing is falling through the cracks.

They are responsive, thoughtful, and thorough. They investigate before escalating, communicate proactively, follow through on commitments, and understand the impact their work has on clinicians, patients, and customer operations.

At any point, they can answer: What does this customer need? What is preventing them from moving forward? Who needs to be involved? What happens next? Have we closed the loop?

They recognize patterns, anticipate recurring problems, and look for opportunities to make support more effective and scalable. They take pride in solving problems well and hold themselves and their colleagues to a high standard of customer care.

About You

Required

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. A coding background is not required.

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