Customer Experience Support Analyst

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.

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.

• 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.

• 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 judgment to unfamiliar issues and escalations.

• Coordinate customer onboarding tasks related to device logistics, fulfillment, and vendor-related requests.
• Track support metrics and SLA performance, including responsiveness, resolution quality, and customer satisfaction. Follow established privacy, security, and escalation procedures.
• Identify recurring issues and customer trends; recommend improvements to workflows, documentation, and products, and develop scalable customer support processes.
• Maintain internal knowledge resources, share insights across teams, and support special projects that improve the customer experience.
• Proactively identify operational risks, recurring support needs, and gaps in customer readiness; coordinate with the Clinical Program Manager and other internal teams to address them before they affect clinical workflows or customer satisfaction.

Linus Health's…