Therapy Support Specialist

About the role

You will serve as the primary point of human contact for patients and clinicians who are adopting the Nidra therapy system, acting as their guide through the onboarding journey. Your work will center on conducting personalized activation sessions that help users feel confident and supported while using the wearable device. You will take ownership of both proactive and reactive support interactions, ensuring that any questions or concerns are addressed in a calm and professional manner. This role requires you to act as a consultative partner, listening carefully to user feedback and translating their lived experiences into actionable insights. You will represent the voice of the patient within the organization, sharing critical observations with internal teams to help refine the therapy experience. Additionally, you will play a key role in defining the training content that empowers future users to succeed with the product. This position is ideal for someone who thrives in a mission-driven environment and wants to directly influence the adoption and success of a novel medical therapy. You will report directly to the leader of Customer Care, ensuring alignment with company wide support strategies and operational goals.

Key facts

What you'll do

Conduct virtual patient interactions that include application training, product demonstrations, and ongoing therapy support through multiple digital channels.

Serve as a consultant to clinicians and technicians during implementation and calibration sessions to ensure smooth integration of the Nidra therapy system.

Capture detailed therapy support needs during every interaction and communicate these insights to product management and development teams.

Collaborate with clinicians and functional organizations to recommend and shape the content of training courses and educational materials.

Maintain strong, long term relationships with existing patients while also building trust with clinical and business partners.

Input and manage all customer interactions within Salesforce to ensure data accuracy and up to date client relationship records.

Diagnose complex customer issues by working cross functionally with minimal guidance, leveraging new technologies and internal resources.

Provide clear explanations of the clinical aspects and technical use of the product to non technical users during coaching and teaching moments.

Troubleshoot therapy related issues using strong problem solving skills and a structured approach to identify root causes and solutions.

Demonstrate a high level of ownership and accountability by following through on commitments and taking responsibility for patient outcomes.

Handle multiple priorities simultaneously in a complex and fast paced environment without sacrificing the quality of support.

Use previous experience in sleep or neuromodulation industries, when available, to better understand the context and needs of the patient population.

Leverage prior experience with Salesforce to maintain accurate records and streamline support workflows where applicable.

Accept the potential for up to 10% travel during the first year as part of the full-time remote engagement model.

Requirements

Hold a high school diploma as a minimum educational requirement for this position.

Pursue an associate or bachelor's degree in biology or a health related field, as this is encouraged and preferred for many promotional opportunities within the company.

Maintain an exceptional positive attitude when interacting with users, demonstrating a consistent willingness to go above and beyond in helping individuals navigate their challenges.

Provide empathetic support and solutions with patience and understanding, ensuring that patients feel heard and respected throughout every interaction.

Exhibit excellent verbal and written communication skills that allow you to convey complex technical information in a clear and accessible way.

Show an outstanding ability to communicate and collaborate effectively with clinicians, technicians, and other stakeholders across distributed channels.

Understand, convey, coach, and teach others regarding the clinical aspects and technical use of the Nidra therapy product.

Diagnose complex customer issues cross functionally with minimal guidance by utilizing new technologies and internal knowledge resources.

Solve problems and troubleshoot therapy related obstacles using strong analytical skills and a methodical approach to testing hypotheses.

Take strong ownership and accountability for assigned tasks, ensuring that responsibilities are completed to a high standard and on schedule.

Multitask and handle multiple priorities efficiently while working in a complex and challenging environment that demands adaptability.

Value previous experience in the sleep or neuromodulation industries as a considered advantage for understanding therapy specific needs.

Consider prior experience with Salesforce as a beneficial skill that can improve the efficiency of client relationship management tasks.

Recognize that this is a full-time, remote position with the potential for up to 10% travel during the first year of employment.

Nice to have

Previous experience in the sleep or neuromodulation industries is considered a plus.

Experience with Salesforce is considered a plus.

Practical notes

This is a full-time, remote position with the potential for up to 10% travel during the first year.