Customer Experience Journey Specialist

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.We are seeking a Customer Journey Specialist to join our growing Kandu Health team. In this role, you'll help us promote and sell our cutting-edge IpsiHand device. We're building a best-in-class experience and are looking for enthusiastic individuals who are passionate about supporting patients in their journey with a life changing product. You will be an important part of a hard-working and winning team.Are you open to learning? Do you have a winning attitude? Are you hungry for success? Up for a challenge? If so, this role is for you.This is an hourly role. In this role you will be assisting both the sales, CX and clinical teams to work with active leads and help support current users through their journey with the IpsiHand. Additionally, this role is a work-from-home and remote position.What You'll DoJourney Monitoring & Funnel OversightMonitor patient/customer progression across the end-to-end journey to ensure timely movement through each stage of the funnelProactively identify individuals who are stalled, at risk of drop-off, or lost in the process using reporting, dashboards, and CRM toolsTrack key journey milestones and flag breakdowns, delays, or inefficiencies in real timeReporting & InsightsAnalyze operational and funnel performance data to uncover trends, gaps, and root causes of patient leakageDevelop and maintain reports and dashboards that provide visibility into pipeline health and journey performancePartner with leadership to surface actionable insights and recommend improvements to increase conversion and retentionCase Recovery & Escalation ManagementTake ownership of recovering stalled or at-risk patients/customers by coordinating next steps and removing barriersAct as the central point of coordination for complex or stuck cases, ensuring timely resolutionEscalate issues appropriately and follow through to ensure closure and positive outcomesCross-Functional CollaborationWork closely with Sales/SDRs, Clinical/Operations, Support, and external partners to resolve journey gaps and improve handoffsFacilitate communication across teams to ensure alignment on patient status, next steps, and accountabilityCoordinate resources such as training, documentation, or outreach needed to move cases forwardProcess Improvement & OptimizationIdentify recurring breakdowns in the customer journey and recommend scalable process improvementsPartner with CX Operations and leadership to refine workflows, SLAs, and routing logicSupport implementation of tools, automation, or process changes to improve journey efficiency and visibilityCustomer/Patient Support (as needed)Engage directly with patients/customers in select cases to resolve issues, gather missing information, or guide next stepsEnsure a seamless, high-quality experience by reducing friction and confusion throughout the journeyData Integrity & System AccuracyEnsure accurate and timely updates within CRM and case management systemsAudit records and workflows to maintain data quality and reliable reportingWhat You'll BringBachelor's degree in Business Administration, Marketing, Healthcare Administration, or related field1-2 years of experience in customer success, sales, customer service, technical support, or related roleStrong analytical mindset with experience in data tracking, reporting, or performance metricsExperience with case management, auditing, or quality assurance processes is a plusTechnical aptitude and ability to troubleshoot hardware/software issues with customersSales-focused and customer-centric mindset, with a passion for driving both customer outcomes and business growthSelf-motivated, driven, and competitive with a strong desire to succeedExcellent verbal and written communication skillsFast learner and adaptable team player in a dynamic environmentExperience with rehabilitation, stroke care, or medical devices is a plusExperience in sales retention, troubleshooting, or customer lifecycle management preferredFamiliarity with Salesforce or similar CRM systems strongly preferredExperience working with data tools, dashboards, or reporting platforms is a plusEmployment eligibility to work in the United States is required (no visa sponsorship available at this time)What We OfferCompetitive Compensation ($25-$30/Hour)Insurance (Medical/Dental/Vision)401(k) with companyPTO & HolidaysLife Insurance, LTD and STDPlease note that the 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.