Customer Experience Journey Specialist

Customer Journey Specialist

Kandu, Inc. is pioneering an integrated approach to stroke recovery by combining FDA-cleared brain-computer interface technology with personalized telehealth services. Our IpsiHand® device is durable medical equipment that enables chronic stroke survivors to regain upper extremity function with daily home use. Combining this advanced technology with the support of expert clinicians offers a comprehensive path to recovery–helping survivors improve mobility, independence, and quality of life.

We are seeking a Customer Journey Specialist to join our growing Kandu Health team. In this role, you'll help us promote and sell our cutting-edge IpsiHand device. We're building a best-in-class experience and are looking for enthusiastic individuals who are passionate about supporting patients in their journey with a life changing product. You will be an important part of a hard-working and winning team.

Are you open to learning? Do you have a winning attitude? Are you hungry for success? Up for a challenge? If so, this role is for you.

This is an hourly role. In this role you will be assisting both the sales, CX and clinical teams to work with active leads and help support current users through their journey with the IpsiHand. Additionally, this role is a work-from-home and remote position.

What You'll Do

Journey Monitoring & Funnel Oversight

• Monitor patient/customer progression across the end-to-end journey to ensure timely movement through each stage of the funnel
• Proactively identify individuals who are stalled, at risk of drop-off, or lost in the process using reporting, dashboards, and CRM tools
• Track key journey milestones and flag breakdowns, delays, or inefficiencies in real time

Reporting & Insights

• Analyze operational and funnel performance data to uncover trends, gaps, and root causes of patient leakage
• Develop and maintain reports and dashboards that provide visibility into pipeline health and journey performance
• Partner with leadership to surface actionable insights and recommend improvements to increase conversion and retention

Case Recovery & Escalation Management

• Take ownership of recovering stalled or at-risk patients/customers by coordinating next steps and removing barriers
• Act as the central point of coordination for complex or stuck cases, ensuring timely resolution
• Escalate issues appropriately and follow through to ensure closure and positive outcomes

Cross-Functional Collaboration

• Work closely with Sales/SDRs, Clinical/Operations, Support, and external partners to resolve journey gaps and improve handoffs
• Facilitate communication across teams to ensure alignment on patient status, next steps, and accountability
• Coordinate resources such as training, documentation, or outreach needed to move cases forward

Process Improvement & Optimization

• Identify recurring breakdowns in the customer journey and recommend scalable process improvements
• Partner with CX Operations and leadership to refine workflows, SLAs, and routing logic
• Support implementation of tools, automation, or process changes to improve journey efficiency and visibility

Customer/Patient Support (as needed)

• Engage directly with patients/customers in select cases to resolve issues, gather missing information, or guide next steps
• Ensure a seamless, high-quality experience by reducing friction and confusion throughout the journey

Data Integrity & System Accuracy

• Ensure accurate and timely updates within CRM and case management systems
• Audit records and workflows to maintain data quality and reliable reporting

What You'll Bring

• Bachelor's degree in Business Administration, Marketing, Healthcare Administration, or related field
• 1–2 years of experience in customer success, sales, customer service, technical support, or related role
• Strong analytical mindset with experience in data tracking, reporting, or performance metrics
• Experience with case management, auditing, or quality assurance processes is a plus
• Technical aptitude and ability to troubleshoot hardware/software issues with customers
• Sales-focused and customer-centric mindset, with a passion for driving both customer outcomes and business growth
• Self-motivated, driven, and competitive with a strong desire to succeed
• Excellent verbal and written communication skills
• Fast learner and adaptable team player in a dynamic environment
• Experience with rehabilitation, stroke care, or medical devices is a plus
• Experience in sales retention, troubleshooting, or customer lifecycle management preferred
• Familiarity with Salesforce or similar CRM systems strongly preferred
• Experience working with data tools, dashboards, or reporting platforms is a plus
• Employment eligibility to work in the United States is required (no visa sponsorship available at this time)

What We Offer

• Competitive Compensation ($25-$30/Hour + stock options)
• Insurance (Medical/Dental/Vision)
• 401(k) with company
• PTO & Holidays
• Life Insurance, LTD and STD

Please note that the salary information is a general guidance only. Kandu Health, Inc. considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills and internal parity, as well as location, market and business considerations when extending an offer.

Kandu Health is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.