Customer Success Support Specialist

EnsoData; Alabama; Hybrid; USD 34,000 - 36,000; Full time

Benefits offered by this job

Remote work option

Health, dental, vision insurance

Paid time off

Stock options

Company bonus program

401k

Team summits

Job summary

EnsoData is seeking a Customer Success Support Specialist in a hybrid role based in Madison, WI. You will be the primary contact for customers, handling calls, emails, and tickets (Zendesk).

You will communicate with physicians and clinical staff, triage issues, and coordinate with technical teams to resolve problems, while documenting steps and ensuring timely resolutions. A strong patient-centric approach is essential.

Qualifications

• High school diploma or GED required.
• 2+ years of experience in customer service, healthcare support, or related role.
• Exceptional written and verbal communication skills.
• Experience interacting with healthcare professionals is highly preferred.
• Able to manage multiple priorities in a structured, organized manner.
• Professional, calm and solutions-oriented demeanor.
• Willingness to learn new software systems and tools.
• Ability to work collaboratively in a remote and cross-functional environment.

Responsibilities

• Serve as a primary support contact for customers via phone, email, and ticketing systems (Zendesk).
• Communicate clearly with physicians, technologists, and clinical staff.
• Triage incoming support requests and coordinate with internal technical teams.
• Provide step-by-step guidance to users in a calm, clear, and patient manner.
• Track and document issues to ensure timely resolution and visibility.
• Follow up to confirm resolution and customer satisfaction.
• Escalate complex matters and ensure accountability through resolution.
• Identify trends and communicate with Product, Engineering, Clinical, and Sales teams.
• Contribute to process improvements and documentation.

Skills

Exceptional written & verbal comms

Healthcare professional interaction

Multi-priority management

Calm, solutions-oriented

Learn new software

Remote collaboration

Education

High school diploma or GED

2+ years in customer service/healthcare support

Tools

Zendesk

Freshdesk

HubSpot

Jira

Confluence

Impilo

EnsoData Hub

Job description

HI! I'm Montana, the Technical Services Manager at EnsoData! We are looking for a Customer Success Support Specialist who serves as a primary point of contact for customers requiring support with our products and services. This role is focused on professional communication, coordination, and proactive problem-solving.

This hybrid position in Madison, WI offers an hourly wage of $25.00 - $26.00 per hour based on experience along with bonus program, stock options, and generous benefits, including paid time off.

Our new team member will be polished, organized, responsive, and comfortable communicating with medical professionals including physicians, technologists, and clinical administrators. They are team-oriented, customer-focused, and capable of navigating sensitive or time-sensitive situations with professionalism and empathy.

Primary Responsibilities

• Serve as a primary support contact for customers via phone, email, and ticketing systems (Zendesk)
• Communicate clearly and professionally with physicians, technologists, and clinical staff
• Triage incoming support requests and coordinate with internal technical teams when needed
• Provide step-by-step guidance to users in a calm, clear, and patient manner
• Track and document issues thoroughly to ensure visibility and timely resolution
• Follow up proactively with customers to confirm resolution and satisfaction
• Escalate complex or urgent matters appropriately and ensure accountability through resolution
• Identify recurring themes and communicate trends to internal teams (Product, Engineering, Clinical, Sales)
• Contribute to process improvements and documentation to enhance the overall customer experience

More specifically

• Completing simple product configurations; escape complicated issues to Technical Services Engineers
• Answering questions about navigating in the product UI
• Following pre-determined troubleshooting steps in the mobile application
• Accessing many tools to find answers (EnsoData Hub, Confluence, Impilo, Jira)
• Answer questions about status of studies and explain what they mean

About EnsoData

EnsoData strives to make healthcare more accurate, efficient, and affordable through waveform artificial intelligence (AI) technology. Using AI and machine learning, our software analyzes billions of data points collected from sensors placed throughout the human body. Our first solution, EnsoSleep, reduces the time clinicians spend analyzing, scoring and managing sleep studies. This results in a simplified and accelerated patient testing, diagnosis, and treatment workflow. Our AI-powered technology has the capability of informing health decisions beyond sleep medicine, from monitoring patient health in the ICU or through wearables, to detecting and capturing seizure data, to providing earlier detection of heart disease, diabetes, stroke, and Alzheimer’s.

Here is a little about what we are doing in the world of sleep medicine…

EnsoSleep - FDA-Cleared PSG and HSAT Scoring and Study Management

EnsoHST- FDA-Cleared, AI-Powered Sleep Diagnosis Using Pulse Oximeters

Here is a link to learn a little about our Celeste app!

Education and Experience

• High school diploma or GED required
• 2+ years of experience in customer service, client support, healthcare support, or related role

Minimum Qualifications

• Exceptional written and verbal communication skills
• Experience interacting with healthcare professionals strongly preferred
• Demonstrated ability to manage multiple priorities in a structured, organized manner
• Professional, calm, and solutions-oriented demeanor
• Strong follow-through and attention to detail
• Demonstrated ability to learn new software systems and tools
• Ability to work collaboratively in a remote and cross-functional environment

Preferred Qualifications

• Associates or Bachelor’s degree in healthcare administration, communications, business, or related field preferred; equivalent work experience considered
• Familiarity with medical environments (hospital, imaging center, ambulatory clinic, etc.)
• Experience with ticketing systems (Zendesk, Freshdesk, HubSpot, etc.)
• Experience in medical device support, or healthcare operations
• Experience working within a Quality Management System (QMS) or regulated environment
• Light technical aptitude (comfort troubleshooting devices, basic system configuration)

We prioritize candidates in close geographic residence to Madison, WI.

Company Culture - Embrace the Pineapple!

• Make Healthcare Better - passionate about improving healthcare experiences.
• Put Customers First - dedicated to understanding and meeting customer needs.
• Be a Great Teammate - foster a collaborative and supportive work environment.
• Gets $#!t Done - act decisively and go above and beyond.
• Inject a Focus on Quality - maintain integrity and attention to detail in all aspects of work.

The benefits package includes, but is not limited to, the following:

Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules! That being said, we have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work at anytime. In case you didn’t know, Madison has consistently been ranked as one of the top places to live in the US (businessinsider.com, money.com, livability.com)!

Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.

Paid time off options - we want our employees to rest, recharge, and feel better.

Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well.

Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.

401k to help people invest in the future.

Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time. (Hint: check out our blog for info from former team gatherings!)

Interview Process

• We look forward to meeting you face-to-face! A few candidates will be chosen for a video call to get to know each other, discuss your experience, and explain the position in more detail.
• Expect an opportunity to show your skills.
• The final candidates will have a chance to meet a few people from the team.
• Offer!

Equal Employment Opportunity

EnsoData is proud to be an Equal Employment Opportunity employer. We do not discriminate against, nor do we tolerate unlawful harassment against, team members or any other covered persons on any basis of race, color, protective hairstyles, national, social, or ethnic origin, gender, pregnancy, childbirth, gender orientation, identity or expression, sexual, relationship, or romantic orientation, marital, civil union or domestic partnership status, family or parental status, age, protected veteran status, arrest record, expunged or sealed convictions, criminal history, source of income, credit history, housing status, physical, mental, or sensory disability, medical condition, genetic information, religion, or any other status protected by the laws or regulations in the locations where we operate.

We value, celebrate, and support diversity, inclusion, and our differences. We are committed to providing a safe work environment and a company culture of mutual respect where equal employment opportunities are available to all applicants and teammates. We seek to recruit, hire, and retain the most talented people from a diverse candidate pool. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, intersectional individuals, foreign-born residents, and veterans to apply. We have a deep conviction that diversity and inclusion among our teams, our communities, and our physical and virtual workplaces is vital to the success of EnsoData’s mission to improve healthcare access, outcomes, and affordability for patients and communities everywhere globally.

If you are a job seeker applying to EnsoData and you feel that you need to request an accommodation or alternative application, please contact Angela at [e-mail].