Customer Experience Specialist

What you will be doing:

Beacon Dx is on a mission to transform clinical diagnostics for sleep and brain health. We are building the leading home-based platform for precision diagnostics, combining EEG and cardiopulmonary signals to deliver comprehensive, reimbursable assessments for sleep and central nervous system disorders. Our solution integrates multi-channel physiological data—including airflow, respiratory effort, oxygen saturation, and brain activity—into a single streamlined workflow powered by AI-enabled analytics. With a dedication to patient experience and a foundation in FDA 510(k)-cleared technology, Beacon Dx enables high-quality diagnostics at scale. We are redefining how patients are evaluated and managed for conditions that affect brain and sleep physiology—bringing clinical-grade insights directly to the home.

The Customer Experience Specialist will join the Customer Experience & Implementations team and report to the Manager of Customer Experience. This role does not have direct reports. Standard weekday coverage (M–F, 8–5 local time) and occasional in-person team meetings.

This role serves as the frontline intake and operational backbone of Beacon’s customer support ecosystem. The Customer Experience Specialist will be the first point of contact for routine customer inquiries, user provisioning, access support, and operational workflows related to Beacon’s portals and SleepView device. By owning high-volume, repeatable workflows this role strengthens operational scalability as Beacon’s platform footprint expands. Additional support for installations & demonstrations may be required as demand arises.  This position plays a critical role in enabling reliable, compliant, and patient-safe customer interactions.

Beacon's robust asynchronous work practices ensure a first-class remote work experience, but we also have in-person office hubs available located in Boston and New York. 

What success looks like:

• Serve as the primary frontline point of contact for routine customer inquiries (login issues, password resets, user setup, device ordering, basic “how do I” workflows)
• Provide reliable phone and ticket intake coverage during business hours
• Accurately document customer interactions within Zoho and associated systems in alignment with QMS standards
• Resolve high-volume, repeatable workflows independently and efficiently
  Triage complex or technical issues appropriately to Tier 1 with clear documentation and context
• Maintain operational consistency in user provisioning, ordering workflows, and portal-related tasks
• Identify recurring friction points and escalate patterns proactively
• Contribute to documentation improvements and customer-facing enablement resources
• Demonstrate steady improvement in software fluency and device workflow knowledge within first 3–6 months
• Achieve strong responsiveness metrics and positive customer interaction feedback
• Spend much of the day on the phone first response to customers
• Consistently meeting or exceeding your goals while taking advantage of growth opportunities as they become available demonstrating results & readiness to take on new challenges

What you will bring:

Required Qualifications:

• CPSGT/RPSGT or other active sleep credential
• Experience in sleep medicine, sleep technology, or a related allied health field
• 2 years of experience in customer support, operations, healthcare support, or medical device environment
• Experience handling high-volume ticket or phone-based support workflows
• Strong written documentation skills and attention to detail
• Comfort navigating multiple software systems simultaneously
• Ability to follow structured processes in regulated environments
• Clear and professional communication skills (phone and written)
• Strong organizational skills and ability to prioritize competing tasks

Preferred Qualifications:

• Associate’s Degree or Bachelor's degree in a relevant discipline is a plus
• Experience in medical device support, or healthcare operations
• Experience working within a Quality Management System (QMS) or regulated environment
• Familiarity with CRM/ticketing systems (Zoho experience helpful)
• Experience supporting SaaS or cloud-based software platforms
• Light technical aptitude (comfort troubleshooting devices, basic system configuration)
• Familiarity with basic scripting, coding, or data tools (e.g. Python, SQL, Excel macros) is a bonus but not expected

The base hourly range for this role is $25-$26.  Final pay is determined on past experience, specific skills and qualifications. The base salary is one component of the total compensation package, which includes equity, PTO and other benefits.

At Beacon, we've found that cultural and scientific impact is driven most by those that lead by example. As such, we're always seeking new contributors whose work demonstrates an avid curiosity, a bias towards simplicity, an eye for composability, a self-service mindset, and - most of all - a deep empathy towards colleagues, stakeholders, users, and patients. We believe a diverse team builds more robust systems and achieves higher impact.