Tech Stack

Description

You will handle escalated customer concerns related to sleep therapy equipment and home sleep tests, providing expert troubleshooting and process improvements. You'll mentor team members, ensure compliance, and drive customer retention.

Requirements

• Previous DTC customer service experience as team lead or escalation tier
• RPSGT, RRT, or CRT certification preferred
• Deep understanding of sleep disorders and CPAP/BiPAP machines
• Proficiency in helpdesk software (e.g., Zendesk, FreshDesk, Kustomer)
• Excellent communication and problem-solving skills

Responsibilities

• Handle escalated customer complaints and issues with advanced problem-solving and diplomacy
• Analyze customer feedback and data to identify service enhancement opportunities
• Provide expert troubleshooting for DME and sleep apnea equipment
• Monitor prescription submissions for compliance and accuracy
• Mentor Tier 1 and Tier 2 customer service representatives