Customer Experience Specialist

🏢 Beaconbiosignals · 📍 Cleveland, OH - Boston, MA - Remote · 💼 remote 💰 $67,300 - $67,300 / yr

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Position Summary & Responsibilities

Beacon Biosignals is transforming precision medicine for the brain, from clinical development to clinical care. For Life Sciences partners, we offer the leading at-home EEG platform for clinical development of novel therapeutics for neurological, psychiatric, and sleep disorders. Our Diagnostics business is building the most comprehensive at-home platform for precision diagnostics, combining EEG and cardiopulmonary signals to deliver reimbursable assessments for sleep and central nervous system disorders. Together, we're changing the way patients are diagnosed and treated for any disorder that affects brain physiology.

What you will be doing:

The Customer Experience Specialist will join Beacon’s Customer Experience team and report to the Manager of Customer Experience. This role does not have direct reports. This is a highly customer-facing role combining frontline customer support with hands-on technical troubleshooting across Beacon’s software, devices, customer environments, and healthcare workflows. You will work directly with healthcare professionals, sleep laboratories, medical practices, customer IT teams, and Beacon colleagues to solve problems ranging from account and workflow questions to complex software, hardware, and customer-environment issues.

This role is designed for someone who enjoys solving problems with customers, not simply routing them elsewhere. Successful candidates will be comfortable moving fluidly between frontline customer support and advanced technical troubleshooting. You will investigate issues, reproduce problems, gather technical evidence, identify potential causes, resolve issues independently whenever possible, and partner with specialized internal technical teams when deeper engineering, development, system access, or expertise is required.

The Customer Experience team operates in a high-volume, rapidly evolving environment. This role requires someone who can manage competing priorities, maintain ownership across multiple customer needs, and adapt as Beacon's customer base, products, and support requirements continue to scale. Clinical and sleep-medicine experience is highly valued, as is experience in healthcare technology, medical devices, application support, or technical customer support.

These positions are fully remote and U.S.-based. This position is 8 AM - 5 PM PT. Candidates may reside anywhere in the United S

🎯 Candidate Preparation Guide For Beaconbiosignals Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluating proficiency in processing large-scale human neuro-signals (EEG), machine learning rigor, and adherence to strict clinical data standards.

📋 Preparation Priorities (Key Areas to Clarify):

1. Treating sensitive patient neural data carelessly or ignoring data privacy protocols.
2. Overcomplicating ML pipelines without grounding them in clinical validation or utility.
3. Poor communication skills when explaining complex statistical or biological models to non-technical stakeholders.

✨ Recommended Role Alignment Hook:

I specialize in extracting clean, clinically actionable signals from high-dimensional biological time-series data to accelerate neurological drug development.

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