DirectJobHub
Jobs · Customer Service

Customer Experience Journey Specialist

Kandu · Los Angeles, California, United States · 3 wk ago
RemoteRemoteCustomer Service$25–$30/hrFull-time

About the role

The Customer Experience Journey Specialist plays a crucial role in promoting and selling Kandu's IpsiHand device, which combines FDA-cleared brain-computer interface technology with personalized telehealth services for stroke recovery. This role involves monitoring patient/customer progress, analyzing data to improve the customer journey, and collaborating with various teams to ensure smooth transitions and successful outcomes.

Responsibilities

  • Journey Monitoring & Funnel Oversight
  • 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
  • Take ownership of recovering stalled or at-risk patients/customers by coordinating next steps and removing barriers
  • 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
  • Identify recurring breakdowns in the customer journey and recommend scalable process improvements
  • Engage directly with patients/customers in select cases to resolve issues, gather missing information, or guide next steps
  • Audit records and workflows to maintain data quality and reliable reporting

Requirements

  • 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
  • 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

Qualifications

  • Employment eligibility to work in the United States is required (no visa sponsorship available at this time)

Skills

  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to manage multiple tasks and prioritize effectively
  • Proficiency in CRM systems and data analysis tools

Benefits

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

Pay

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.

Schedule

This is an hourly role with a work-from-home and remote position.

Similar jobs