Customer Success Associate

Position SummaryThe Customer Success Associate reports to Chief Growth Officer and serves as a primary point of contact for end-user customers who purchase and use Transcend portable CPAP devices. This role helps customers successfully operate their devices, troubleshoot basic products and therapy-related issues within established protocols, and deliver a high-quality support experience that builds confidence, satisfaction, and long-term brand loyalty.Core PurposeThe Customer Success Associate ensures that Transcend customers can confidently set up, operate, and maintain their portable CPAP machine and related accessories. The role is designed to improve customer satisfaction, reduce avoidable returns and escalations, and support therapy continuity by helping customers resolve common usage and product issues quickly and compassionately. It is also a development role to grow your career and advance your experience, learning, and development.Key ResponsibilitiesServe as a primary contact for end-user customers via phone, email, chat, or other support channels, handling product questions with empathy, urgency, and professionalism.Guide customers through initial product setup, operating steps, cleaning and care basics, and accessory use according to approved company materials and processes.Troubleshoot common portable CPAP issues such as startup concerns, fit or comfort questions, power-related questions, error symptoms, and basic settings navigation within approved support guidelines.Support customers with general therapy-use questions by reinforcing approved instructions for use and helping them understand how to use the device as prescribed, while avoiding diagnosis or independent clinical decision-making.Identify issues that require escalation to technical service, clinical resources, warranty support, quality, or leadership, and ensure clear handoff documentation.Document every customer interaction accurately in CRM and other case management systems, including issue type, steps taken, outcome, and follow-up needs.Monitor open cases and follow through until resolution or proper transfer, helping reduce customer effort and repeat contacts.Capture recurring customer questions, product friction points, and voice-of-customer feedback for cross-functional sharing with product, quality, operations, and commercial teams.Contribute to customer education resources such as FAQs, troubleshooting scripts, quick-start guidance, and knowledge base updates based on real customer needs.Meet established service standards for responsiveness, documentation quality, customer satisfaction, and case resolution timeliness.Scope of SupportThis position supports end users after purchase with operational support, product use support, basic troubleshooting, and navigation through approved therapy-related guidance. The role does not diagnose medical conditions, prescribe therapy, independently modify clinician-directed treatment plans, or provide medical advice outside approved protocols; instead, it appropriately escalates clinical or safety concerns.Required Qualifications4-year college degree.2+ years of experience in customer service, customer success, technical support, healthcare support, DME, sleep therapy, or medical device support preferred.Strong verbal and written communication skills, with the ability to explain product instructions clearly to consumers with varying levels of technical familiarity.Demonstrated problem-solving ability, calm customer handling, and attention to detail in a fast-paced support environment.Comfort using CRM, case management, order systems, and standard business software tools.Ability to follow documented procedures, decision trees, and escalation protocols consistently.Preferred QualificationsExperience supporting CPAP, PAP accessories, respiratory devices, or other home-use medical equipment.Experience in direct-to-consumer support for a regulated product category.Familiarity with sleep therapy terminology, patient education, and product troubleshooting workflows.Experience working with warranty claims, returns, replacements, or service coordination.Knowledge, Skills, and AbilitiesCustomer empathy and service orientation, especially for customers who may be frustrated, anxious, or using therapy equipment for health-related needs.Ability to simplify technical instructions into easy, step-by-step guidance.Sound judgment on when to resolve, when to educate, and when to escalate.Strong listening skills and the ability to ask effective diagnostic questions to identify root causes of user issues.Consistent documentation habits and follow-up discipline.Collaborative mindset with quality, operations, sales, marketing, and product teams to improve the overall customer experience.Curious, with a passion for learning, development, and an interest in thoughtfully assisting others, customers, and colleagues.Key Performance IndicatorsCustomer satisfaction score (CSAT).First-contact resolution rate.Average response time and case closure time.Documentation accuracy and case quality.Escalation quality and timeliness.Repeat contact rate for the same issue.Customer education effectiveness, including reduction in avoidable setup or operating errors.Working ConditionsThis role is based in an office environment and typically involves extended periods of phone and computer-based customer interaction. CPAP customer service roles commonly require high volumes of inbound and outbound communication, as well as prolonged screen and headset use. This is also a development role for future growth opportunities.