Therapy Support Specialist

Overview

Noctrix Health is redefining the treatment of chronic neurological disorders with clinically validated therapeutic wearables. Our team of medical device specialists, neuroscientists, and consumer electronics engineers is dedicated to delivering prescription-grade therapy with an outstanding user experience. We have pioneered the world’s first drug-free wearable therapy, clinically proven to alleviate symptoms in adults with drug-resistant Restless Legs Syndrome (RLS). Be part of our mission to transform healthcare, improve lives, and drive meaningful change with Noctrix Health.

As a Therapy Support Specialist , you will play a crucial role in representing Noctrix. You will work closely with patients and clinicians to provide an exceptional onboarding experience through personalized activation sessions, as well as proactive and reactive remote therapy support via phone and video calls, text, email, and chat. Your consultative approach will ensure the smooth and successful use of Nidra therapy. Additionally, you will capture clinical support needs, provide valuable feedback to the marketing, sales, and product development teams, and collaborate with clinicians and functional organizations to define additional training requirements. This position offers the flexibility to work remotely and reports to the leader of Customer Care.

Responsibilities

• Represent Noctrix in direct virtual patient interactions, including application training, product demonstrations, and proactive and reactive therapy support
• Serve as a consultant to clinicians and technicians during the implementation process and calibration sessions to ensure the smooth and effective integration of our product
• Capture therapy support needs and provide valuable feedback to the product management and development teams
• Collaborate with clinicians and functional organizations to recommend content for training courses and materials
• Maintain existing relationships with patients, as well as our clinical and business partners
• Accurately input and manage customer interactions in Salesforce to ensure accurate and up-to-date data capture for client relationship management

Requirements

• High school diploma required
• An associate or bachelor’s degree in biology or a health-related field is encouraged and preferred for many promotional opportunities
• Exceptional positive attitude, consistently demonstrating a willingness to go above and beyond in helping individuals navigate their challenges, while providing empathetic support and solutions with patience and understanding
• Proven customer service excellence, with a strong ability to empathize and effectively communicate complex technical solutions to non-technical users, ensuring a positive and supportive experience for patients seeking therapy or technical assistance
• Excellent verbal and written communication skills, with an outstanding ability to communicate and collaborate effectively
• Ability to understand, convey, coach, and teach others about the clinical aspects and technical use of the product
• Ability to diagnose complex customer issues cross-functionally with minimal guidance, using new technologies
• Strong problem-solving and troubleshooting skills
• Strong sense of ownership and accountability
• Ability to multitask and handle multiple priorities in a complex, challenging environment
• Previous experience in the sleep or neuromodulation industries is considered a plus
• Experience with Salesforce is considered a plus
• This is a full-time, remote position with the potential for up to 10% travel during the first year

Compensation

• Base Pay: $55,000 to $75,000 per year + bonus + stock options