SleepRes™, Inc. · 8 hours ago
Director of Customer Care
United States
Full-time
Remote
Director/Executive
$165K/yr - $195K/yr
8+ years expSleepRes™, Inc. is seeking a Director of Customer Care to design, launch, and scale a high-performing customer care organization. This foundational leadership role involves building and operating customer-facing functions that support patients and partners, ensuring a compliant and empathetic customer experience throughout the patient lifecycle.
Health CareMedicalMedical DeviceWholesale
Responsibilities
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
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
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
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
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
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
Qualification
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
Company
SleepRes™, Inc.
SleepRes, based in Murfreesboro, Tennessee, is developing game-changing technologies aimed at improving outcomes for patients with pulmonary and sleep disorders.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
William H. Noah, MD
Chief Executive Officer
Bernie Hete
Chief Technology Officer
Recent News
2025-06-07
2025-06-07
Company data provided by crunchbase