About Daybreak

Our mission is to reshape the health trajectories of millions affected by untreated obstructive sleep apnea. We’ve reimagined the sleep apnea journey, allowing doctor-directed care to unfold completely at-home — from diagnosis to treatment. We’re committed to making the path to better health as convenient as possible by guiding every step along the way - from virtual doctor visits to insurance billing. With Daybreak, better sleep isn’t just a dream. It’s a reality. (thedaybreak.com)

Role Description

The Customer Onboarding Specialist is responsible for ensuring every customer receives 5-star care during their onboarding journey and all the way through the completion of their initial treatment stages. This includes building relationships, closely monitoring onboarding & treatment progress, and providing fast & effective responses & resolutions when needed - all with the goal of surpassing customer expectations & optimizing treatment outcomes.

This position is a hybrid of customer support and sales roles due to its emphasis on providing exceptional care while being heavily incentivized based on customer outcomes.

Key Responsibilities

Onboarding: Monitor customer onboarding progress and ensure SLAs are achieved so every customer is set up for success.
Education: Answer customer questions, address concerns, and set accurate expectations through a deep knowledge of Daybreak products & services.
Resolution: Quickly and effectively resolve customer complaints, ensuring that their needs are met and they remain satisfied even when things go wrong.
Advocacy: Be diligent in capturing customer feedback and surfacing it internally on behalf of the customer to ensure products, policies, and processes are constantly improving.

Qualifications / Experience

Ideal Candidate Attributes

Customer-Focused: Demonstrates a strong commitment to understanding customer needs and providing outstanding service.
Results-Oriented: Driven to achieve and surpass sales goals while maintaining a high level of customer satisfaction.
Resilient: Capable of handling challenging customer interactions by maintaining a professional and empathetic attitude.

Ideal Candidate Skills

Strong sales acumen with a proven track record of meeting or exceeding sales goals. ○ Excellent communication and interpersonal skills.
Ability to quickly adapt & prioritize in a fast-paced, rapidly changing environment. ○ Proficiency in CRM software and call center systems.
Strong problem-solving abilities with a focus on customer satisfaction.

Preferred Experience

2+ years in a role with a focus on sales and/or customer support (bonus if in a DTC or e-commerce setting).

Daybreak jobs

Onboarding Specialist