Customer Experience Journey Specialist

Kandu, Inc.•Los Angeles, CA

1d•$25 - $30•Remote

About The Position

Kandu, Inc. is pioneering an integrated approach to stroke recovery by combining FDA-cleared brain-computer interface technology with personalized telehealth services. Our IpsiHand® device is durable medical equipment that enables chronic stroke survivors to regain upper extremity function with daily home use. Combining this advanced technology with the support of expert clinicians offers a comprehensive path to recovery–helping survivors improve mobility, independence, and quality of life. We are seeking a Customer Journey Specialist to join our growing Kandu Health team. In this role, you’ll help us promote and sell our cutting-edge IpsiHand device. We’re building a best-in-class experience and are looking for enthusiastic individuals who are passionate about supporting patients in their journey with a life changing product. You will be an important part of a hard-working and winning team. Are you open to learning? Do you have a winning attitude? Are you hungry for success? Up for a challenge? If so, this role is for you. This is an hourly role. In this role you will be assisting both the sales, CX and clinical teams to work with active leads and help support current users through their journey with the IpsiHand. Additionally, this role is a work-from-home and remote position.

Requirements

Bachelor’s degree in Business Administration, Marketing, Healthcare Administration, or related field
1–2 years of experience in customer success, sales, customer service, technical support, or related role
Strong analytical mindset with experience in data tracking, reporting, or performance metrics
Technical aptitude and ability to troubleshoot hardware/software issues with customers
Sales-focused and customer-centric mindset, with a passion for driving both customer outcomes and business growth
Self-motivated, driven, and competitive with a strong desire to succeed
Excellent verbal and written communication skills
Fast learner and adaptable team player in a dynamic environment
Employment eligibility to work in the United States is required (no visa sponsorship available at this time)

Nice To Haves

Experience with case management, auditing, or quality assurance processes is a plus
Experience with rehabilitation, stroke care, or medical devices is a plus
Experience in sales retention, troubleshooting, or customer lifecycle management preferred
Familiarity with Salesforce or similar CRM systems strongly preferred
Experience working with data tools, dashboards, or reporting platforms is a plus

Responsibilities

Journey Monitoring & Funnel Oversight
Monitor patient/customer progression across the end-to-end journey to ensure timely movement through each stage of the funnel
Proactively identify individuals who are stalled, at risk of drop-off, or lost in the process using reporting, dashboards, and CRM tools
Track key journey milestones and flag breakdowns, delays, or inefficiencies in real time
Reporting & Insights
Analyze operational and funnel performance data to uncover trends, gaps, and root causes of patient leakage
Develop and maintain reports and dashboards that provide visibility into pipeline health and journey performance
Partner with leadership to surface actionable insights and recommend improvements to increase conversion and retention
Case Recovery & Escalation Management
Take ownership of recovering stalled or at-risk patients/customers by coordinating next steps and removing barriers
Act as the central point of coordination for complex or stuck cases, ensuring timely resolution
Escalate issues appropriately and follow through to ensure closure and positive outcomes
Cross-Functional Collaboration
Work closely with Sales/SDRs, Clinical/Operations, Support, and external partners to resolve journey gaps and improve handoffs
Facilitate communication across teams to ensure alignment on patient status, next steps, and accountability
Coordinate resources such as training, documentation, or outreach needed to move cases forward
Process Improvement & Optimization
Identify recurring breakdowns in the customer journey and recommend scalable process improvements
Partner with CX Operations and leadership to refine workflows, SLAs, and routing logic
Support implementation of tools, automation, or process changes to improve journey efficiency and visibility
Customer/Patient Support (as needed)
Engage directly with patients/customers in select cases to resolve issues, gather missing information, or guide next steps
Ensure a seamless, high-quality experience by reducing friction and confusion throughout the journey
Data Integrity & System Accuracy
Ensure accurate and timely updates within CRM and case management systems
Audit records and workflows to maintain data quality and reliable reporting