Healthcare SaaS Customer Experience Analyst

Linus Health Inc.; Boston (MA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Equity

Health benefits

Unlimited PTO

401(k) with employer match

Flex day

Job summary

Linus Health Inc. is seeking a Customer Experience Support Analyst to deliver exceptional day-to-day support to customers and users.

You will report to the Associate Manager, Customer Experience and serve as a trusted resource for technical troubleshooting and operational support, ensuring issues are addressed promptly and thoroughly. You will own user requests from initial contact through resolution, coordinate with internal teams, and help improve clinical workflows, product usability, and

Qualifications

• 3–5 years of experience in Customer Success, Support, Operations, or technical support.
• Experience in a healthcare environment or supporting healthcare delivery workflows.
• Familiarity with Zendesk ticketing, statuses, updates, and SLA tracking.
• Strong technical troubleshooting aptitude and logical problem solving.

Responsibilities

• Serve as the primary point of contact for day-to-day customer support requests via Linus Support Portal, email, phone, meetings, and chat.
• Own customer requests from initial contact through resolution with thorough documentation and clear communication.
• Assess issue impact, prioritize urgent needs, and respond within SLA expectations; escalate when needed.
• Share feedback and trends with product and clinical teams to improve workflows and usability.

Skills

Customer communication

Problem solving

Organization & prioritization

Cross-functional collaboration

Healthcare domain knowledge

Technical troubleshooting

Tools

Zendesk

Job description

Linus Health Inc. is seeking a Customer Experience Support Analyst to deliver exceptional day-to-day support to customers and users.

You will report to the Associate Manager, Customer Experience and serve as a trusted resource for technical troubleshooting and operational support, ensuring issues are addressed promptly and thoroughly. You will own user requests from initial contact through resolution, coordinate with internal teams, and help improve clinical workflows, product usability, and