About Us
Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct-to-consumer sleep product essentials that solve sleep challenges and improve well-being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (SleepDoctor.com, SleepFoundation.org, SleepApnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health-transforming sleep habits. To learn more about Sleep Doctor, visit SleepDoctor.com.
Job Overview
- Job Types: Part-time, Full-time
- Work Setting: Work from home
- Location: Remote (Worldwide)
- Salary: $20-$23 per hour
- Employer: Sleep Doctor
Responsibilities
- Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services
- Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases
- Serve as a resource for Level 1 team members, providing guidance and support on complex cases
- Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency
- Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements
- Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage
- Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution
- Maintain accurate and thorough documentation of customer interactions, orders, and medical records
- Ensure adherence to healthcare regulations, medical device standards, and internal processes
- Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes
- Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes
- Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows
Requirements & Qualifications
- 2+ years of previous experience in a direct-to-consumer customer service role.
- Proficiency in helpdesk software like Zendesk with the ability to learn new systems quickly.
- Track record of success in at least one remote role for more than one year.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Exceptional interpersonal skills.
- Ability to actively listen to customers and empathize with their needs.
- Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
- Familiarity with customer relationship management (CRM) tools like Zoho is a plus.
- Experience in healthcare, sleep health, or with Durable Medical Equipment is a plus
- Familiarity with sleep apnea conditions and PAP devices (CPAP, BiPAP, ASV) is preferred but not required
- Fluency in languages in addition to English is advantageous but not required.
Sleep Doctor is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants.
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