Customer Care Specialist

About Us

SleepRes is a venture-backed medical device startup revolutionizing sleep apnea and sleep-therapy technology. Our mission is to bring innovative, patient-centered solutions to market that improve sleep quality and health outcomes for millions suffering from sleep-disordered breathing. Correcting 30 years of incorrectly designed pressure delivery, our soon-to-launch Kricket APAP powered by KPAP is positioned to become a new standard of care.

As we are preparing for commercial launch, we are seeking a client focused Customer Care Representative to deliver outstanding support through phone, email, and chat in a fast-paced environment. This role is ideal for a strong communicator who is passionate about building positive relationships, resolving customer concerns efficiently, and providing high-quality service and support for medical device products.

Position Summary

We are seeking a dedicated and personable Customer Care Representative to join our growing Customer Care organization. In this role, you will serve as the primary point of contact for our customers, providing exceptional support through various communication channels including inbound calls, outbound calls, email, and chat. The ideal candidate will possess strong communication skills and have a passion for delivering outstanding customer service. This position offers an excellent opportunity to develop your skills in customer relations, data entry, and support operations within a fast-paced environment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs
• Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests
• Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems
• Maintain professionalism, empathy, and strong communication skills while assisting customers and patients
• Make outbound calls for follow-up, customer feedback, and additional service support as needed
• Review customer feedback and identify trends to recommend service and process improvements
• Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels
• Collaborate with team members to streamline processes and strengthen overall customer support
• Manage time effectively and work independently in a remote environment
• Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting
• Maintain confidentiality and ensure compliance with HIPAA and company data security standards
• Navigate multiple systems and applications simultaneously while assisting customers
• Participate in virtual team meetings, training sessions, and coaching activities

Qualifications

• Associate or bachelor’s degree required
• 3-5 years of customer service, call center, or customer support experience required; healthcare, medical device, or other regulated industry experience preferred
• Previous remote/work-from-home customer service experience preferred
• Excellent verbal and written communication skills, including active listening, professionalism, and clear customer communication
• Strong organizational, time-management, and multitasking skills with the ability to work independently in a fast-paced environment
• Ability to accurately document customer interactions and maintain detailed records across multiple systems
• Proficiency with Microsoft Office, CRM platforms, and other computer-based systems and reporting tools
• Strong data entry, problem-solving, and critical-thinking skills
• Ability to navigate multiple screens, systems, and communication channels simultaneously
• Comfortable working in a performance-driven environment with established KPIs, quality assurance (QA) standards, productivity goals, and coaching feedback
• Ability to adapt to changing processes, technologies, and customer needs
• Ability to maintain professionalism and composure while working under pressure
• Reliable high-speed internet connection and a dedicated, distraction-free workspace required
• Ability to maintain confidentiality and comply with HIPAA and company data security standards
• Ability to work scheduled shifts without ongoing interruptions and maintain a professional remote work environment during working hours
• Because this role involves real-time customer interaction, protected information, and performance expectations, employees must be fully dedicated and available during scheduled shifts and may not work another job simultaneously while performing duties for the company.

What We Offer

• Competitive salary, 401K, health, dental, vision, and wellness benefits.
• The opportunity to build a category-leading brand from the ground up.
• A collaborative, agile, mission-driven team focused on innovation and impact.