Customer Support Specialist II

School Result; Seattle (WA); Remote; USD 27,552 - 31,684; Full time

Benefits offered by this job

100% company-paid medical, vision, and dental insurance

401(k) with matching contributions

Paid time off

Flexible spending accounts

Commuter benefits

Job summary

A leading sleep health company is looking for a Customer Support Specialist II to handle complex customer inquiries related to their sleep health products. This fully remote role requires 2+ years of customer service experience and proficiency in helpdesk software like Zendesk. Benefits include competitive pay, company-paid health insurance, and flexible spending accounts. The ideal candidate is empathetic and able to multitask, supporting both customers and Level 1 team members effectively.

Qualifications

• 2+ years in direct-to-consumer customer service.
• Experience in remote roles (minimum 1 year).
• Proficiency in helpdesk software.

Responsibilities

• Handle escalated customer inquiries and complex workflows.
• Investigate and resolve escalated issues with Tier 3 support.
• Review and manage HSS and DME orders accurately.

Skills

Problem-solving skills

Strong communication

Multitasking

Empathy

Tools

Zendesk

Zoho

Job description

Customer Support Specialist II – Sleep Doctor | Remote (Seattle, WA)

Sleep Doctor is hiring aCustomer Support Specialist II to provide advanced support for complex customer inquiries related to sleep health products and services. This fully remote role is ideal for experienced customer service professionals with healthcare or durable medical equipment (DME) knowledge.

• Job Title: Customer Support Specialist II
• Company: Sleep Doctor
• Location: Remote (Seattle, WA)
• Salary: $20–$23/hour
• Contract Type: Full-Time
• Schedule: Monday–Friday, two shift options (9:00 AM–6:00 PM EST or 12:00 PM–9:00 PM EST)

Role Overview

You will handle escalated customer inquiries, manage complex workflows, and support Level 1 team members. This role requires strong problem-solving skills, attention to detail, and the ability to guide customers through the Home Sleep Study (HSS) and DME processes.

Key Responsibilities

• Provide advanced support for complex customer inquiries (HSS, DME, Sleep Doctor products)
• Investigate and resolve escalated issues with Tier 3 support
• Review, process, and manage HSS and DME orders accurately
• Validate prescription submissions for compliance
• Guide customers through the Home Sleep Test journey
• Document interactions, orders, and medical records thoroughly
• Identify at-risk customers and execute retention strategies
• Collaborate cross-functionally to improve processes
• Mentor Level 1 team members on complex cases

Candidate Requirements

• 2+ years in direct-to-consumer customer service
• Experience in remote roles (minimum 1 year)
• Proficiency in helpdesk software (Zendesk)
• Strong communication and problem-solving skills
• Ability to multitask and empathize with customers

Preferred

• Experience in healthcare, sleep health, or DME
• Familiarity with sleep apnea and PAP devices (CPAP, BiPAP, ASV)
• CRM experience (Zoho)
• Fluency in additional languages
• Competitive pay: $20–$23/hour
• 100% company-paid medical, vision, and dental insurance
• 401(k) with matching contributions
• Paid time off
• Flexible spending accounts (medical and dependent care)
• Commuter benefits (Seattle-based employees)

Why Join Sleep Doctor?

• Mission-driven company focused on sleep health and wellness
• Inclusive, collaborative culture with growth opportunities
• Hybrid office option available in Seattle for those who prefer in-person work
• Recognition and celebration of team achievements

How to Apply

Apply directly via Sleep Doctor’s careers portal. Highlight your experience in customer support, healthcare, or DME workflows to stand out.