Customer Support Analyst - Remote Eligible

Customer Support Analyst

Linus Health is a Boston-based digital health company transforming brain health worldwide. We combine cutting-edge neuroscience, clinical expertise, and AI to advance early detection and intervention for cognitive and brain disorders—empowering people to live longer, healthier lives. With 100+ team members and growing, we're entering a phase of accelerated growth and looking for top talent to help shape our future.

The Role:

We are seeking a Customer Support Analyst who will own customer contact for all customer support requests, via the Linus Support Channel. The Customer Support Analyst will improve and expand the customer lifecycle through world class customer support. If you have a desire to help others, an interest in technology, and passion for the customer experience, this could be the perfect opportunity for you. This person will report directly into the Director of CS, Training & Support.

Please note that this position can be 100% remote, within the US, however we do have a strong preference for this person to be based in MT or PT.

What You'll Do:

• Be a trusted advisor to our customers as a subject matter expert in the Linus Health platform.
• Provide first-tier troubleshooting support in a timely and professional manner, while exceeding SLA expectations through responding, solving and closing out customer support tickets.
• Manage first level support for incoming customer inquiries via Linus Health Support channels including but not limited to; support tickets, customer meetings, email, phone, and chat.
• Ensure volume of customer requests are managed and responded to within the set SLA.
• Respond to customer device logistics requests. Complete customer requests, and fulfillment needs. Assist in vendor logistics management and reporting as needed.
• Cultivate proactive support culture and processes for scale.
• Understand and participate in maintaining key support volume metrics.
• Develop documentation, knowledge base articles, FAQ's and training materials for the internal support team. Will help the team in maintaining the knowledge base with up to date information.
• Lead and participate in assigned customer check-ins, building rapport with those key customers.
• Assist in training and education as needed.
• Define and develop proper escalation of unresolved issues to collaborate with the appropriate internal teams such as Product, Engineering and Customer Success to ensure we resolve customer issues promptly and efficiently.
• Identify trends to address with the customer or internally to improve customer experience and workflow.
• Cultivate proactive support culture and processes for scale.
• Other support related special projects as assigned

About You:

Must Haves:

• 3-5 years of customer support experience; in a healthcare setting/practice, or with a SaaS product
• Customer support experience with a high-volume customer inquiry rate, preferably in a healthcare or health-tech setting
• Proficiency with Zendesk
• Demonstrated history of excelling beyond customer expectations, and meeting SLAs
• Passionate about customer success and supporting high-quality deliverables, and determined to drive long-term customer value
• Excellent communication skills, and demonstrated ability to defuse tense situations
• Previous experience with, and an expert level of comfort with Apple/IOS products - being able to troubleshoot and teach others how to use those products
• Effective time and task management
• Excited and energized working in a fast-paced environment and navigating ambiguity
• Prior experience in account management or customer implementations

Nice To Haves:

• Bachelor's Degree; Education, Business/Marketing, Nursing, Communications, or Psychology
• Digital Health experience working with SaaS products, software or related technology.
• Prior experience in account management or customer implementations
• Preferred experience working at Apple or the Genius Bar
• Previous academic or pharmaceutical trial experience

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.