SleepRes, Inc.

Compensation

Full Description

About the Role We are seeking a Director of Customer Care to design, launch, and scale a high-performing customer care organization as we transition from development into commercialization. This is a foundational leadership role responsible for building and operating customer-facing functions that support patients, DME partners, and internal stakeholders across the full lifecycle—from first order and device onboarding through long-term engagement and retention. The role requires hands-on leadership in an early-stage, regulated environment and the ability to scale people, processes, and systems. Key Responsibilities 1. Customer Care Organization Leadership Build and scale a customer care organization from the ground up in a startup environment Define and lead functional areas including: Technical Support Order Management / Customer Operations Patient Customer Success Hire, train, and mentor early team members as the organization scales Establish a service culture centered on empathy, responsiveness, quality, and measurable outcomes 2. Technical Support & Patient Assistance Oversee technical support for connected medical devices and software-enabled therapy Ensure accurate, compliant, and empathetic handling of: Device setup and troubleshooting Patient technical inquiries Therapy usage guidance (non-clinical) Develop standard operating procedures (SOPs), escalation workflows, and knowledge bases for internal teams and customers 3. Order Services & DME Support Design and manage order intake and fulfillment workflows for DMEs and channel partners Serve as a primary escalation point for DME operational and support issues Coordinate closely with Sales, Fulfillment, and Operations teams Track and improve order accuracy, turnaround time, and partner satisfaction metrics 4. Patient Onboarding & Lifecycle Management Own the end-to-end patient journey, including: Onboarding and first-use experience Early therapy success and adherence support Ongoing engagement, retention, and loyalty Develop onboarding materials, workflows, and structured customer touchpoints Partner with Product, Engineering, and Clinical teams to continuously improve the patient experience 5. Metrics, Analytics & Continuous Improvement Define, track, and report customer care KPIs, including: Customer satisfaction (CSAT / NPS) Time to resolution Patient engagement and adherence indicators DME satisfaction and retention Establish feedback loops with Product, Engineering, Clinical, and Quality teams Use customer insights and operational data to inform product roadmap and service improvements 6. Compliance, Quality & Regulatory Alignment Ensure customer care operations align with FDA, HIPAA, and quality system requirements Partner with Quality and Regulatory teams on complaint handling and documentation Maintain audit-ready customer support processes, records, and reporting Core Competencies Customer Care Operations Medical Device & Digital Health Support Patient Experience Management DME / Channel Partner Support Technical Support Leadership FDA Complaint Handling & Post-Market Surveillance HIPAA Compliance KPI & Performance Management CRM, Ticketing, and Knowledge Base Systems Process Design & SOP Development Team Building and Scaling in Startup Environments Qualifications Required 8+ years of experience in customer care, customer success, or service operations leadership Experience supporting medical devices, digital health products, or regulated healthcare technologies Demonstrated success building and scaling customer-facing teams in early-stage, startup, or high-growth environments Experience supporting patients and healthcare partners, including DMEs or clinical organizations Strong operational, process-design, and systems-thinking skills Excellent written and verbal communication skills with the ability to explain technical concepts clearly and empathetically Experience using modern customer support platforms (CRM, ticketing, analytics, and knowledge bases), including AI-enabled tools Preferred Experience with CPAP, PAP therapy, respiratory care, or connected medical devices Familiarity with FDA complaint handling, post-market surveillance, and quality management systems (QMS) Experience launching and scaling customer care operations from pre-commercial to commercial stages Background working cross-functionally with Engineering, Clinical, Quality, and Regulatory teams What Success Looks Like A fully operational, scalable, and compliant customer care organization within the first 6–12 months High patient confidence and satisfaction during early product adoption Strong DME relationships supported by efficient ordering and support processes Clear, actionable customer insights influencing product and therapy outcomes A customer care function recognized as a competitive differentiator Why Join Us Be a founding leader shaping how patients experience a breakthrough medical technology Build teams, systems, and processes from the ground up Work in a mission-driven environment improving patient outcomes Join a company at a pivotal stage of commercialization and growth Alternative role titles for candidate matching: Director of Customer Success, Director of Customer Support, Head of Customer Operations, Director of Patient Services