Customer Experience Representative

About the role

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. Position Summary We are seeking a Customer Experience Representative to join our growing Kandu, Inc. team. In this role, you'll help us promote and sell our cutting-edge IpsiHand medical device. We're building a best-in-class experience and are looking for enthusiastic individuals who are passionate about selling an amazing and life-changing product. You will be an important part of a hard-working and winning team. In this role you will be assisting both the Sales and Clinical Teams' work with active leads and help support current users through their journey with the IpsiHand medical device.

Responsibilities

• Support our customers at each stage of the process from obtaining the device to active use through proactive outreach and responding to inbound requests
• Own the scheduling and coordination of customer events including initial EEG testing, delivery and training, as well as any returns or repairs
• Manage inbound sales and support requests via live chat, inbound phone calls, texts, and emails
• Partner with potential customers to gather necessary insurance information, educate them on the insurance process, and assist them in the submission to their provider
• Be the first point of contact for prospective and active users of the IpsiHand
• You'll be on the front line and empowered to help our team learn to think in new ways about the customer's experience and journey
• Track customer progress through each stage of the funnel
• Partner with the sales team to help develop new processes in a startup environment that helps drive efficiency and productivity
• Performs other related duties and special projects as assigned.
• Responsibilities may be adjusted periodically to align with organizational priorities, business needs, and company growth.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field
• 1-2 years of sales or customer service experience or equivalent
• Sales focused and customer-centric: passionate about helping customers achieve outcomes and driving revenue for the business
• Self-motivated, driven to succeed, and competitive
• Strong verbal and written communication skills
• Fast learner, team player, with the ability to adapt to change quickly
• Experience with rehabilitation and stroke a plus

Benefits

• Insurance (Medical/Dental/Vision)
• 401(k) with company
• Unlimited PTO & Holidays
• Life Insurance, LTD and STD
• Remote work desk allowance

Pay

Competitive Compensation ($20-$28/Hour). Please note that the salary information is a general guidance only.