Customer Support Specialist

Job description

**About Us** Happy Health is revolutionizing sleep medicine delivery through our comprehensive telehealth platform. We've eliminated the traditional barriers to sleep care – no more waiting months for appointments or spending uncomfortable nights in sleep labs. Our patients receive FDA-cleared home sleep testing via Happy Ring, connect with board-certified sleep specialists, and when required, begin evidence-based treatment within just 5 days. Ongoing physiological data monitoring with the Happy Ring enables real-time condition management, combination therapies, and drives measurable outcomes. **Happy Ring** represents the future of sleep diagnostics: an FDA-cleared medical device integrating advanced biometric sensors with AI-powered analysis to deliver highly accurate diagnostics and longitudinal management at home. For sleep medicine physicians, this means you'll have access to high-quality diagnostic data that empowers you to make confident clinical decisions for your patients, and integrate multimodal treatments that focus on root-cause solutions. **Position Summary** The Customer Support Specialist is a service-oriented position that helps navigate clients along their journey at Happy Health. This role delivers fast, empathetic, and accurate support across digital and phone channels to assist clients with technological and on-boarding issues, financial and program-related questions, as well as scheduling and case escalation to clinical and non-clinical resources within the Happy Health program. This position is execution-focused and emphasizes excellence in day-to-day support operations, documentation, and problem-solving. **Key Responsibilities:** Customer Support - Provide exceptional support across phone, email, chat, and other channels with a client-first, high-empathy approach. - Help clients understand the start-to-finish clinical journey; proactively reduce confusion and friction. - Facilitate client onboarding and success with our smart ring, mobile app, and digital care platform. - Troubleshoot common technical and account issues; clearly document findings and escalate complex cases as needed. - Assist with appointment scheduling, rescheduling, and coordination to ensure clients can access care smoothly. - Resolve e-commerce, order status, and payment issues (refunds, failed payments, invoice questions) in a timely, accurate manner. Operational Excellence & Documentation - Maintain accurate records in internal systems (CRM/ticketing/EHR tools as applicable), including clear issue summaries, actions taken, and next steps. - Follow established workflows/SOPs and meet defined service level expectations (response time, resolution time, CSAT). - Monitor recurring client issues and tag/report trends (e.g., app bugs, device concerns, common therapy questions) to the appropriate individuals. Device, Fulfillment, & Logistics Support - Support fulfillment and reverse logistics processes, including shipping, device handling, returns, ingestion, kit preparation, and inventory-related tasks. - Prepare, document, and manage client device components/kits; ensure chain-of-custody and accuracy where required. - Assist with periodic audits and inventory checks; flag discrepancies promptly. ### Required Qualifications - 2+ years in customer-facing roles requiring outstanding service and strong administrative execution, including experience in healthcare setting - Excellent organization skills and a strong commitment to documentation - Proven track record of exceeding customer satisfaction and retention goals - Tech-savvy and able to learn new technologies quickly - Excellent communication, interpersonal, and negotiation skills - Data-driven approach to problem-solving and continuous improvement - Proficiency in customer support software and relevant CRM systems ### Preferred Qualifications - Previous employment at a technology start-up company - Experience working with clients in a telehealth setting - Familiarity with Healthie (EHR), Tellescope, Candid and Atlassian product suite - Bachelor's degree