Customer Experience Support Analyst

Linus Health is transforming brain health through early detection, scalable cognitive assessment, and data-driven clinical pathways. By combining neuroscience, clinical expertise, and AI we enable earlier identification of cognitive impairment and more coordinated care across the healthcare continuum.

As we expand nationally, we are building a system that integrates brain health support across health systems, primary care, payers, research and pharma studies, population health organizations, diagnostic providers, virtual care platforms, and dementia care management partners to deliver measurable value across risk-based environments.

We are seeking a Customer Experience Support Analyst to deliver exceptional day-to-day support to Linus Health customers and users. This individual will report to the Associate Manager, Customer Experience and serve as a trusted resource for technical troubleshooting, customer requests, and operational support, ensuring issues are addressed promptly, thoughtfully, and thoroughly. 

This role requires strong technical problem-solving, proactive communication, and a deep appreciation for how our technology supports clinical workflows. Support Analysts take ownership of 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. 

Customer Support and Issue Resolution

• Serve as the primary point of 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 internal and external communication, and reliable follow-through.
• Assess issue impact, prioritize time-sensitive needs, and respond within established service-level expectations. Provide clear, empathetic support in challenging situations. Escalate issues that affect 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 to inform improvements in clinical workflows, product usability, and customer adoption. 

• Troubleshoot issues involving Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality.
• Gather details, ask diagnostic questions, test possible solutions, and reproduce issues when possible. Document findings and determine appropriate next steps.
• Refer to Product, Engineering, and Clinical Program Management teams through established division communications when specialized expertise is needed, while maintaining ownership of customer follow-up.
• Build working knowledge of Linus Health products and customer workflows; apply new learning and 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.
• Proactively identify operational risks, recurring support needs, and gaps in customer readiness; coordinate with the Clinical Program Manager and other internal teams to address them before they affect clinical workflows or customer satisfaction. 

Linus Health's Customer Experience support hours are Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. Individual work schedules may vary within this window based on business needs, team coverage requirements, and customer demand. Employees are expected to maintain flexibility in their schedules to support consistent and reliable customer service.

An exceptional Customer Experience Support Analyst makes customers feel confident that their needs are understood, their issues are being addressed, and nothing is falling through the cracks.

They are responsive, thoughtful, and thorough. They investigate before escalating, communicate proactively, follow through on commitments, and understand the impact their work has on clinicians, patients, and customer operations.

At any point, they can answer: What does this customer need? What is preventing them from moving forward? Who needs to be involved? What happens next? Have we closed the loop?

They recognize patterns, anticipate recurring problems, and look for opportunities to make support more effective and scalable. They take pride in solving problems well and hold themselves and their colleagues to a high standard of customer care.

Required

• 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 the ability to investigate unfamiliar issues logically and learn new systems. A 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 when to investigate, seek collaboration and guidance, or escalate.
• Demonstrated cross-functional collaboration, openness to feedback, and adaptability as processes, technologies, and priorities evolve.
• Passion for delivering exceptional customer experiences.

• 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.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.

The expected base salary range for this position is $65,000 to $70,000 USD annually. In addition to base salary, this position is eligible for equity and a comprehensive benefits package, including health benefits, unlimited PTO, a monthly flex day and a 401(k) plan with an employer match.

Actual compensation will be determined based on a variety of factors, including but not limited to relevant skills, professional experience, qualifications, geographic location, internal equity and market conditions. The final offer may vary based on these factors.