Customer Experience Specialist

Spring Sleep

Spring Sleep is a fast-growing medical technology company building a modern platform for sleep innovation. We develop and deliver non-invasive solutions for people affected by snoring, sleep apnea, and other conditions that disrupt sleep. Backed by a 40-year family-owned healthcare organization with deep expertise in the space, we launched Spring Sleep to bring breakthrough technologies like eXciteOSA®, the first daytime therapy that targets a root cause of sleep-disordered breathing, to patients nationwide. Our mission is to make better sleep more accessible today while building the foundation for the future of sleep health.

We are seeking a Customer Experience Specialist with exceptional leadership, communication, and operational skills to build, lead, and scale our Customer Experience (CX) function. This role is ideal for someone who thrives in a fast-paced, mission-driven environment, and is passionate about creating a best-in-class experience for patients, providers, and partners.

About the Role

As a Customer Experience (CX) Specialist, you will be on the front lines of Spring Sleep’s patient and provider experience. You’ll support patients throughout their treatment journey, serve as a trusted point of contact for healthcare providers, and ensure every interaction reflects our patient-first, compassionate approach.

This role works closely with Sales, Operations, Clinical, and Product teams to deliver a seamless experience from prescription through treatment success. You’ll play an important role in identifying customer insights, resolving issues efficiently, and helping Spring Sleep continuously improve how we support patients and providers.

Responsibilities

• Deliver exceptional, empathetic support to patients and healthcare providers across phone, email, SMS, and chat.
• Guide patients through their treatment journey, including product education, therapy questions, and general troubleshooting.
• Support healthcare providers with product information, prescription coordination, and referral workflows.
• Resolve customer inquiries efficiently while maintaining high standards for accuracy, clarity, and compassion.
• Escalate complex therapy, device, or operational issues appropriately and collaborate with internal teams to resolve them.
• Accurately document interactions, cases, and outcomes in CX systems.
• Follow established CX processes, SOPs, and workflows while contributing ideas for improvement
• Collaborate with Operations to support order fulfillment, prescription validation, and trial logistics.
• Identify recurring issues or trends from customer interactions and share insights with leadership and cross-functional partners.
• Contribute to feedback loops that inform product improvements, content updates, and customer-facing communications.
• Serve as an ambassador of the Spring Sleep brand in every interaction: thoughtful, supportive, and patient-first.

Requirements:
• BA/BS degree or equivalent experience.
• 2–5+ years of experience in Customer Experience, Customer Support, or a patient-facing service role.
• Exceptional written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple inquiries and workflows.
• Empathetic, patient-focused mindset with strong problem-solving abilities.
• Comfortable learning new tools, systems, and processes quickly.
• Ability to work cross-functionally in a collaborative environment.
• Detail-oriented with a strong sense of ownership and follow-through.
• Experience in healthcare, medical devices, or sleep-related support is a plus (but not required).
• Willingness to occasionally work outside standard hours to support patient needs

Benefits:
Why You’ll Love Working at Spring Sleep

• Mission-driven work that directly improves patients’ quality of life.
• Supportive, collaborative, family-owned culture.
• Opportunity to shape and scale a rapidly growing CX team.
• Meaningful impact across the patient journey and the future of sleep health.
• Growth opportunities as our company expands nationally.