Customer Experience Support Analyst

Linus Health•Boston, MA

1d•$65,000 - $70,000

About The Position

The Customer Experience Support Analyst provides day-to-day support to Linus Health customers and users, reporting to the Associate Manager, Customer Experience. The role serves as a trusted resource for technical troubleshooting, customer requests, and operational support, ensuring issues are handled promptly, thoughtfully, and thoroughly. Analysts own customer issues from initial contact through resolution, coordinate with internal teams, and identify opportunities to improve the reliability, efficiency, and quality of the customer experience. The position combines customer support and issue resolution, technical troubleshooting, and customer operations. It involves supporting clinical workflows, maintaining clear communication and accurate documentation, following privacy and security procedures, and monitoring support performance. The analyst also identifies recurring issues and operational risks, shares customer insights across teams, and helps improve workflows, knowledge resources, products, and scalable support processes.

Requirements

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 ability to investigate unfamiliar issues logically and learn new systems; coding background is not required.
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 investigating, seeking collaboration and guidance, or escalating.
Demonstrated cross-functional collaboration, openness to feedback, and adaptability as processes, technologies, and priorities evolve.
Passion for delivering exceptional customer experiences.

Nice To Haves

Experience supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical and/or research settings.
Experience troubleshooting Apple iPads and iOS, browsers, connectivity, or other customer-facing technologies.
Clinical training, direct patient-care experience, or experience working closely with healthcare professionals in patient-facing settings.
Exposure to clinical research, customer implementations, device logistics, or knowledge management.

Responsibilities

Serve as the primary 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, respond within service-level expectations, and provide clear, empathetic support.
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 possible solutions, reproduce issues when possible, document findings, and determine next steps.
Refer issues requiring specialized expertise to Product, Engineering, and Clinical Program Management through established division communications while maintaining ownership of customer follow-up.
Build working knowledge of Linus Health products and customer workflows and apply sound judgment to unfamiliar issues and escalations.
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 established privacy, security, and escalation procedures.
Identify recurring issues and customer trends; recommend improvements to workflows, documentation, and products; and develop scalable customer support processes.
Maintain internal knowledge resources, share insights across teams, and support special projects that improve the customer experience.
Identify operational risks, recurring support needs, and gaps in customer readiness, and coordinate with the Clinical Program Manager and other teams to address them.