Customer Experience Journey Specialist

About the role

Kandu, Inc. is developing a connected approach to stroke recovery by pairing FDA-cleared brain-computer interface technology with personalized telehealth support. Its IpsiHand® device is durable medical equipment designed to help chronic stroke survivors improve upper-extremity function through daily use at home. By bringing together advanced technology and experienced clinical support, the company aims to create a more complete recovery experience that can improve mobility, independence, and overall quality of life.

The company is hiring a Customer Journey Specialist to support the Kandu Health team in promoting and selling the IpsiHand device. This position is focused on delivering a strong customer experience for patients using a life-changing product. It is a hands-on, fast-paced role for someone who is motivated, eager to learn, and driven to contribute to a high-performing team.

This is a remote, work-from-home hourly position. The role supports sales, customer experience, and clinical teams by working with active leads and helping current users move smoothly through their IpsiHand journey.

Journey monitoring and funnel oversight

• Follow patient and customer progress across the full journey to help ensure each stage moves forward on time.
• Spot stalled, at-risk, or lost cases early by using dashboards, CRM tools, and reporting.
• Watch for delays, breakdowns, and inefficiencies, and flag them quickly when they occur.

Reporting and insights

• Review funnel and operations data to identify trends, gaps, and underlying reasons for patient drop-off.
• Build and maintain dashboards and reports that show pipeline health and journey performance.
• Work with leadership to highlight actionable insights and suggest ways to improve conversion and retention.

Case recovery and escalation

• Take ownership of re-engaging stalled or high-risk patients and customers by coordinating next steps and clearing obstacles.
• Serve as the main coordinator for complex or stuck cases until they are resolved.
• Escalate issues appropriately and follow them through to a successful close.

Cross-functional collaboration

• Partner with Sales/SDRs, Clinical/Operations, Support, and external partners to close journey gaps and improve handoffs.
• Keep teams aligned on patient status, follow-up actions, and accountability.
• Organize support materials, training, documentation, or outreach that helps move cases ahead.

Process improvement and optimization

• Look for repeated breakdowns in the customer journey and recommend improvements that can scale.
• Collaborate with CX Operations and leadership to strengthen workflows, SLAs, and routing logic.
• Help implement tools, automation, or process updates that improve efficiency and visibility.

Customer and patient support

• Communicate directly with patients or customers when needed to solve issues, collect missing information, or explain next steps.
• Reduce friction and confusion so the journey remains smooth and high quality.

Data integrity and system accuracy

• Keep CRM and case management records accurate and updated in a timely manner.
• Review records and workflows to protect data quality and support reliable reporting.

What you should bring

The role calls for a bachelor’s degree in Business Administration, Marketing, Healthcare Administration, or a related area, along with 1–2 years of experience in customer success, sales, customer service, technical support, or a similar position. A strong analytical approach, comfort with tracking metrics, and experience building or using reports are important.

Helpful background includes case management, auditing, quality assurance, troubleshooting hardware or software with customers, sales retention, and customer lifecycle management. Familiarity with Salesforce or a similar CRM is strongly preferred, and experience with dashboards, reporting tools, rehabilitation, stroke care, or medical devices is a plus.

Applicants must be eligible to work in the United States, as sponsorship is not available.

Compensation and benefits

This is an hourly role with pay listed at $25–$30 per hour, plus stock options. Benefits include medical, dental, and vision insurance, a 401(k) plan with company contribution, paid time off and holidays, and life insurance, LTD, and STD coverage.

Additional notes

Compensation details are provided as a general guide only. Final offers may vary based on the role’s scope, the candidate’s experience, education or training, key skills, internal pay parity, location, market conditions, and business needs.

Kandu is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.