Customer Care Specialist

About the Company

SleepRes is a venture-funded medical device startup focused on rethinking sleep-apnea and sleep-therapy technology. The company’s goal is to deliver patient-first products that can improve sleep quality and health outcomes for people affected by sleep-disordered breathing. Its upcoming Kricket APAP, powered by KPAP, is designed to address long-standing issues in pressure delivery and aims to set a new benchmark in care.

Role Overview

As the business prepares for launch, it is hiring a customer-focused Customer Care Specialist to provide responsive support across phone, email, and chat. This position suits someone who communicates clearly, handles issues with care, and enjoys creating positive customer relationships while supporting medical device products in a fast-moving environment.

What You Will Do

In this role, you will be the main contact for customers and patients, supporting them across inbound and outbound calls, email, and chat. You will help with orders, product and service questions, troubleshooting, complaint handling, and general service needs while keeping records accurate and organized.

• Reply quickly and professionally to customer questions over phone, email, and chat.
• Support customers and patients with order handling, product guidance, troubleshooting, complaint resolution, and other service requests.
• Learn and apply standard operating procedures, documentation rules, and escalation steps for issues and complaints.
• Record customer interactions accurately in Salesforce, NetSuite, Microsoft Office tools, and other internal systems.
• Communicate with empathy, professionalism, and clarity at all times.
• Place follow-up calls for customer checks, feedback, and additional support.
• Review feedback patterns and suggest ways to improve service and internal processes.
• Use strong phone etiquette to ensure a consistently positive customer experience.
• Work closely with teammates to improve workflows and strengthen support operations.
• Manage your own time well and stay productive in a remote environment.
• Meet scheduling, attendance, productivity, and quality expectations in a virtual contact-center setting.
• Protect confidential information and follow HIPAA as well as company data-security standards.
• Handle multiple systems and applications at the same time while assisting customers.
• Take part in virtual meetings, training, and coaching sessions.

Requirements

• An associate’s degree or bachelor’s degree is required.
• 3 to 5 years of experience in customer service, call center, or customer support is required; experience in healthcare, medical devices, or another regulated industry is preferred.
• Prior remote or work-from-home customer service experience is preferred.
• Strong spoken and written communication skills, with active listening and a professional approach.
• Excellent organization, time management, and multitasking ability, plus the capacity to work independently in a high-paced setting.
• Ability to document customer interactions accurately and maintain detailed records across several systems.
• Comfort using Microsoft Office, CRM tools, and other computer-based systems and reporting platforms.
• Strong data-entry, problem-solving, and critical-thinking skills.
• Ability to move between multiple screens, systems, and communication channels at once.
• Comfort working in a performance-focused environment with KPIs, QA standards, productivity targets, and coaching feedback.
• Ability to adjust to changing processes, technologies, and customer needs.
• Ability to remain composed and professional under pressure.
• Reliable high-speed internet and a dedicated, distraction-free workspace are required.
• Must maintain confidentiality and comply with HIPAA and company data-security expectations.
• Must be available for scheduled shifts without regular interruptions and keep a professional remote work setup during working hours.
• Because the role involves live customer interaction, protected information, and performance goals, the employee must be fully dedicated during scheduled shifts and cannot work another job at the same time while performing company duties.

Benefits

• Competitive compensation plus 401(k), health, dental, vision, and wellness benefits.
• Opportunity to help build a category-leading brand from the ground up.
• Work with a collaborative, agile, mission-led team focused on innovation and impact.

Additional Information

This position is remote and part of a virtual customer care environment. The work requires consistent availability during scheduled shifts, adherence to productivity and quality standards, and the ability to maintain a professional work setting at home.