Customer Experience Support Analyst

Linus Health

. Serve as the primary point of contact for day-to-day customer support requests through the Linus Support Portal, email, phone, meetings, and chat .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within healthcare environments, emphasizing strong technical troubleshooting skills and effective communication. Capable of managing customer relationships, tracking support metrics, and collaborating cross-functionally to enhance customer experiences.

Highest-signal resume keywords

Customer Support ExperienceTechnical Troubleshooting AptitudeZendesk ProficiencyHealthcare Environment KnowledgeProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessTechnical SupportTroubleshootingDocumentationSLA Performance TrackingOperational Workflow ImprovementDevice Logistics CoordinationCustomer OnboardingIssue EscalationSupport Metrics Analysis

Soft Skills

Empathetic CommunicationDe-escalation TechniquesOrganizational SkillsAdaptabilityCollaboration

Tools & Technologies

ZendeskLinus Health SoftwareApple iPadsIOSWeb Browsers

Industry Keywords

Healthcare DeliveryClinical WorkflowsDigital Health ProductsMedical TechnologyClinical Research

Tech Stack

Tools & technologies

iOS

About the role

Key responsibilities & impact

Serve as the primary point of contact for day-to-day customer support requests through the Linus Support Portal, email, phone, meetings, and chat
Own customer requests from initial contact through resolution, maintaining accurate documentation, timely communication, and reliable follow-through
Assess issue impact, prioritize time-sensitive needs, and respond within established service-level expectations
Provide clear, empathetic support and de-escalate challenging situations
Escalate issues affecting broader customer relationships, clinical program performance, or contractual commitments to the Clinical Program Manager
Share customer feedback, recurring issues, and support trends with Clinical Program Management, Service Design, and Product teams
Troubleshoot Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality
Gather details, ask diagnostic questions, test solutions, reproduce issues when possible, document findings, and determine next steps
Coordinate with Product, Engineering, and Clinical Program Management while maintaining ownership of customer follow-up
Build working knowledge of Linus Health products and customer workflows
Coordinate customer onboarding tasks related to device logistics, fulfillment, and vendor-related requests
Track support metrics and SLA performance, including responsiveness, resolution quality, and customer satisfaction
Follow privacy, security, and escalation procedures
Identify recurring issues and trends; recommend improvements to workflows, documentation, products, and scalable support processes
Maintain internal knowledge resources, share insights across teams, and support customer-experience special projects
Identify operational risks, recurring support needs, and customer-readiness gaps before they affect clinical workflows or satisfaction
Support customers Monday through Friday within coverage hours of 8:00 a.m. to 8:00 p.m. Eastern Time, with schedule flexibility based on business needs

Requirements

What you’ll need

3–5 years of experience in Customer Success, Customer Support, Customer Operations, or technical support
Professional experience in a healthcare environment or a role directly supporting healthcare delivery, with an understanding of clinical and operational workflows
Familiarity with Zendesk, including managing tickets, documenting interactions, updating statuses, and tracking requests through resolution
Strong technical troubleshooting aptitude and the ability to investigate unfamiliar issues logically and learn new systems
Excellent written and verbal communication skills, including empathetic customer support and effective de-escalation
Strong organizational and project management skills, with demonstrated ownership, initiative, and independent follow-through
Ability to manage competing priorities, recognize time-sensitive needs, and exercise sound judgment about when to investigate, seek collaboration and guidance, or escalate
Demonstrated cross-functional collaboration, openness to feedback, and adaptability as processes, technologies, and priorities evolve
Passion for delivering exceptional customer experiences
Preferred: Experience supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical and/or research settings
Preferred: Experience troubleshooting Apple iPads and iOS, browsers, connectivity, or other customer-facing technologies
Preferred: Clinical training, direct patient-care experience, or experience working closely with healthcare professionals in patient-facing settings
Preferred: Exposure to clinical research, customer implementations, device logistics, or knowledge management

Benefits

Comp & perks

Equity
Health benefits
Unlimited PTO
Monthly flex day
401(k) plan with an employer match
Reasonable accommodations for candidates with disabilities during the recruiting process