About Nox Health

Simply put, we believe in the power of sleep.

As sleep health champions, we want more and more people to wake up to a brighter day every day. And, we are making daily progress, as we help more organizations see sleep as transformational and a foundational pillar of health. We strive to give more access to the technology and care they need to lead fuller lives.

Our depth of knowledge in the science of sleep gives us a unique perspective on sleep as a critical intervention strategy in chronic disease. We help people see the right problem and the right way forward, elevating not just our solutions but also advancing the field of sleep medicine.

Our vision is to work with our partners — employers, health systems, health plans, government agencies, provider groups and others committed to transforming care — to expand sleep health care to where it is needed, so it can take its rightful place in the healthcare ecosystem.

About the role

The Director of Customer Experience, North America reports to the VP of Customer Experience and is responsible for leading first-line technical support, client success, and returns (RMA) management across the United States and Canada. This role ensures that Nox Medical delivers a scalable, high-quality customer experience to healthcare professionals, healthcare systems, and distributors in North America.

As Nox expands its direct-market presence, particularly with the growth of Nox A1s and the introduction of Nox Connect, this role is central to building scalable operational capacity, strengthening client onboarding, and embedding a customer success culture. The Director provides leadership and mentorship to the Technical Support Manager and Client Success Manager, supporting them in growing into independent and effective leaders.

The role requires strong cross-functional collaboration, working closely with Sales teams, Product Specialists, and Warehouse & Logistics to ensure alignment and seamless customer outcomes. The Director is also responsible for ensuring compliance with medical device regulations, including oversight of complaints documentation and reporting obligations to healthcare authorities.

What you'll do

1. Leadership & Team Development
2. 1. Lead and mentor the Technical Support Manager and Client Success Manager, enabling them to step into stronger managerial roles.
   2. Foster a high-performance, customer-focused culture within 1st level technical support and client success teams.
   3. Ensure workforce planning, training, and knowledge management keep pace with growing demand.
3. Technical Support (1st Level, US & Canada)
4. 1. Oversee day-to-day delivery of technical support to healthcare professionals and IT departments, ensuring quality and responsiveness.
   2. Scale support capacity to meet rising volumes, particularly related to Nox A1s sales and Nox Connect customers.
   3. Ensure that technical support has the appropriate troubleshooting guides, knowledge bases, and structured processes to improve resolution rates and efficiency.
   4. Ensure RMA & returns processes are managed effectively and in alignment with global standards and compliance requirements.
5. Client Success (US & Canada)
6. 1. Expand the client success function to include onboarding and install support for Nox Connect, ensuring smooth adoption and long-term customer retention.
   2. Strengthen customer relationship management practices to support upselling, cross-selling, and strategic account growth.
7. Regulatory Compliance & Complaints Handling
8. 1. Ensure compliance with medical device regulations, especially regarding Complaints Handling.
   2. Oversee complaints documentation and escalation, including notification of healthcare authorities when required.
   3. Work closely with Quality and Regulatory teams to maintain full traceability of complaints and service records.
9. Operational Excellence & Scalability
10. 1. Implement and maintain systems, processes, and KPIs that enable scalable support and client success operations.
    2. Monitor and improve case management, escalation handling, and customer communications through CRM, Zendesk, and related platforms.
    3. Ensure teams are resourced, equipped, and aligned to handle both hardware and SaaS product lines.
11. Cross-Functional Collaboration
12. 1. Partner with Sales teams to align customer success activities with commercial objectives and account strategies.
    2. Develop and execute customer programs to e.g. sell extended warranties and training opportunities.
    3. Collaborate with Product Specialists to ensure the support organization has up-to-date expertise and resources for product launches and troubleshooting.
    4. Work with Warehouse & Logistics to ensure coordination between fulfillment, returns, and customer-facing teams.
    5. Align with the Director of Customer Experience (Global) to ensure consistency in practices, escalation processes, and reporting worldwide.
13. Reporting & Accountability
14. 1. Provide regular reporting on support performance, client success outcomes, RMA metrics, and customer satisfaction to the VP of Customer Experience.
    2. Use data-driven insights to guide resource allocation, process improvements, and strategic initiatives.
    3. Track and communicate performance against KPIs such as response times, first-call resolution, onboarding success, complaint closure times, and retention metrics.

Qualifications

• Bachelors degree in Engineering, Computer Science, Operations, Customer experience, or healthcare technology or related field
• 5+years of experience in customer support, client success, or technical service roles, with proficient management experience.
• Familiarity with CRM platforms (e.g., Salesforce, Zendesk), medical device troubleshooting, and SaaS onboarding processes.
• Working knowledge of FDA, Health Canada, and EU MDR regulatory requirements, especially regarding complaints handling and traceability is an advantage.
• Strong initiative and independence, with ability to thrive in a growing, fast-paced environment.
• Strong motivation to enhance processes and optimize systems, paired with a creative mindset and proven ability to solve complex problems
• Genuine passion for delivering outstanding customer service 
• Exceptional communication and interpersonal abilities
• Proven ability to lead and develop teams, ensuring clarity of goals, accountability, and successful performance of team members.