Customer Support Specialist II

Customer Support Specialist II – Sleep Doctor | Remote (Seattle, WA) Sleep Doctor is hiring a Customer Support Specialist II to provide advanced support for complex customer inquiries related to sleep health products and services. This fully remote role is ideal for experienced customer service professionals with healthcare or durable medical equipment (DME) knowledge. Job Title: Customer Support Specialist II Company: Sleep Doctor Location: Remote (Seattle, WA) Salary: $20–$23/hour Contract Type: Full-Time Schedule: Monday–Friday, two shift options (9:00 AM–6:00 PM EST or 12:00 PM–9:00 PM EST) Role Overview You will handle escalated customer inquiries, manage complex workflows, and support Level 1 team members. This role requires strong problem-solving skills, attention to detail, and the ability to guide customers through the Home Sleep Study (HSS) and DME processes. Key Responsibilities Provide advanced support for complex customer inquiries (HSS, DME, Sleep Doctor products) Investigate and resolve escalated issues with Tier 3 support Review, process, and manage HSS and DME orders accurately Validate prescription submissions for compliance Guide customers through the Home Sleep Test journey Document interactions, orders, and medical records thoroughly Identify at-risk customers and execute retention strategies Collaborate cross-functionally to improve processes Mentor Level 1 team members on complex cases Candidate Requirements 2+ years in direct-to-consumer customer service Experience in remote roles (minimum 1 year) Proficiency in helpdesk software (Zendesk) Strong communication and problem-solving skills Ability to multitask and empathize with customers Preferred Experience in healthcare, sleep health, or DME Familiarity with sleep apnea and PAP devices (CPAP, BiPAP, ASV) CRM experience (Zoho) Fluency in additional languages Competitive pay: $20–$23/hour 100% company-paid medical, vision, and dental insurance 401(k) with matching contributions Paid time off Flexible spending accounts (medical and dependent care) Commuter benefits (Seattle-based employees) Why Join Sleep Doctor? Mission-driven company focused on sleep health and wellness Inclusive, collaborative culture with growth opportunities Hybrid office option available in Seattle for those who prefer in-person work Recognition and celebration of team achievements How to Apply Apply directly via Sleep Doctor’s careers portal. Highlight your experience in customer support, healthcare, or DME workflows to stand out. #J-18808-Ljbffr