Healthcare SaaS Customer Experience Specialist

Linus Health Inc.; United States; Remote; USD 65,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with employer match

Unlimited PTO

Job summary

Linus Health is seeking a Customer Experience Support Analyst to deliver expert day-to-day support to customers and users, reporting to the Associate Manager, Customer Experience, and owning issues from initial contact through resolution.

You will troubleshoot, document findings, coordinate with Product, Engineering, and Clinical teams, and help improve clinical workflows and usability while maintaining SLAs.

Qualifications

• 3-5 years of experience in Customer Success, Customer Support, Customer Operations, or technical support.
• Professional experience in a healthcare environment or healthcare delivery workflows.
• Familiarity with Zendesk, including managing tickets and documenting interactions.
• Strong technical troubleshooting aptitude and the ability to learn new systems.

Responsibilities

• Serve as the primary contact for day-to-day customer support requests via the Linus Support Portal, email, phone, meetings, and chat.
• Own customer requests from initial contact through resolution with documentation and timely communication.
• Assess issue impact, prioritize needs, respond within SLAs, and escalate when necessary to Clinical Program Manager.
• Share feedback and trends with Clinical Program Management, Service Design, and Product teams to improve workflows and usability.

Skills

Healthcare SaaS experience

Zendesk proficiency

Troubleshooting

Communication skills

Cross-functional collaboration

Tools

Zendesk

Job description

Linus Health is seeking a Customer Experience Support Analyst to deliver expert day-to-day support to customers and users, reporting to the Associate Manager, Customer Experience, and owning issues from initial contact through resolution.

You will troubleshoot, document findings, coordinate with Product, Engineering, and Clinical teams, and help improve clinical workflows and usability while maintaining SLAs.