Customer Experience Support Analyst

The posting, as Linus Health wrote it

About Linus Health
Linus Health is transforming brain health through early detection, scalable cognitive assessment, and data-driven clinical pathways. By combining neuroscience, clinical expertise, and AI we enable earlier identification of cognitive impairment and more coordinated care across the healthcare continuum.

As we expand nationally, we are building a system that integrates brain health support across health systems, primary care, payers, research and pharma studies, population health organizations, diagnostic providers, virtual care platforms, and dementia care management partners to deliver measurable value across risk-based environments.

The Role
We are seeking a Customer Experience Support Analyst to deliver exceptional day-to-day support to Linus Health customers and users. This individual will report to the Associate Manager, Customer Experience and serve as a trusted resource for technical troubleshooting, customer requests, and operational support, ensuring issues are addressed promptly, thoughtfully, and thoroughly.

This role requires strong technical problem-solving, proactive communication, and a deep appreciation for how our technology supports clinical workflows. Support Analysts take ownership of customer issues from initial contact through resolution, coordinate with internal teams, and identify opportunities to improve the reliability, efficiency, and quality of the customer experience.
What You'll Do
Customer Support and Issue Resolution

• Serve as the primary point of contact for day-to-day customer support requests through the Linus Support Portal, email, phone, meetings, and chat.
• Own customer requests from initial contact through resolution, maintaining accurate documentation, timely internal and external communication, and reliable follow-through.
• Assess issue impact, prioritize time-sensitive needs, and respond within established service-level expectations. Provide clear, empathetic support in challenging situations. Escalate issues that affect broader customer relationships, clinical program performance, or contractual commitments to the Clinical Program Manager.
• Share customer feedback, recurring issues, and support trends with Clinical Program Management, Service Design, and Product teams to inform improvements in clinical workflows, product usability, and customer adoption.

Technical Troubleshooting

• Troubleshoot issues involving Linus Health software, Apple iPads and iOS, web browsers, connectivity, and device functionality.
• Gather details, ask diagnostic questions, test possible solutions, and reproduce issues when possible. Document findings and determine appropriate next steps.
• Refer to Product, Engineering, and Clinical Program Management teams through established division communications when specialized expertise is needed, while maintaining ownership of customer follow-up.
• Build working knowledge of Linus Health products and customer workflows; apply new learning and sound

[…]
bout when to investigate, seek collaboration and guidance, or escalate.

• Demonstrated cross-functional collaboration, openness to feedback, and adaptability as processes, technologies, and priorities evolve.
• Passion for delivering exceptional customer experiences.

Preferred

• Experience supporting healthcare SaaS platforms, digital health products, or medical technology used in clinical and/or research settings.
• Experience troubleshooting Apple iPads and iOS, browsers, connectivity, or other customer-facing technologies.
• Clinical training, direct patient-care experience, or experience working closely with healthcare professionals in patient-facing settings.
• Exposure to clinical research, customer implementations, device logistics, or knowledge management.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.

The expected base salary range for this position is $65,000 to $70,000 USD annually. In addition to base salary, this position is eligible for equity and a comprehensive benefits package, including health benefits, unlimited PTO, a monthly flex day and a 401(k) plan with an employer match.

Actual compensation will be determined based on a variety of factors, including but not limited to relevant skills, professional experience, qualifications, geographic location, internal equity and market conditions. The final offer may vary based on these factors.