[Hiring] Sleep Technician - Back-Office Support @Hunt St

Role Description

Our client is seeking a CPAP-trained Sleep Technician to support our sleep health team in a non-customer-facing capacity. The primary focus of this role is supporting customers who have already been diagnosed with sleep apnoea and are seeking a CPAP machine and mask, as well as existing patients looking to replace or upgrade their current CPAP equipment. In addition, the role supports home sleep test result consultations, therapy setup guidance, CRM tracking, and product and part recommendations.

We are specifically looking for candidates with genuine, hands-on experience in the Australian private CPAP/sleep market. US-based experience does not translate well here.

Key Responsibilities

• Support the CPAP machine and mask selection process for newly diagnosed patients, preparing appropriate product and part recommendations based on diagnosis, prescription, and patient needs.
• Support existing patients looking to replace or upgrade their CPAP machine or mask, including compatibility checks and accessory/part recommendations.
• Review and interpret home sleep test (HST) results and prepare draft therapy recommendations ahead of patient consultations, covering sleep apnoea, insomnia, snoring, bruxism, and related conditions.
• Prepare therapy setup guidance and documentation (device selection, mask fitting notes, pressure settings) to support the consultant team's patient conversations.
• Maintain accurate, complete CRM records for every patient file — tracking the full pathway from test results or replacement request through therapy initiation and follow-up.
• Process warranty claims, 30-day exchanges, and manufacturer money-back guarantee submissions via ResMed and Fisher & Paykel portals.
• Prepare compliance data extracts (AirView, myAir, SleepStyle) to support consultant follow-up calls.
• Liaise internally with the sales, consultant, and warehouse teams.
• Maintain up-to-date knowledge of TGA-registered devices, current CPAP/mask ranges, and Australian private CPAP/sleep therapy standards.

Qualifications

• Demonstrated first-hand experience in the Australian private CPAP/sleep therapy market — not solely US or insurance-managed markets.
• Strong technical knowledge of CPAP/APAP devices, masks, parts, and accessories (ResMed, Fisher & Paykel, Philips, Lowenstein, Yuwell and BMC etc).
• Experience recommending CPAP machines and masks based on patient diagnosis/prescription.
• Experience interpreting home sleep test or compliance data (AirView, myAir, or equivalent).
• Experience with warranty/exchange processes via manufacturer portals highly regarded.
• Comfortable working independently in a remote, back-office capacity.
• High attention to detail and accuracy in CRM data entry and documentation.

Preferred Qualifications

• Prior experience with an Australian CPAP retailer, sleep clinic, or home sleep testing provider.
• Prior experience with customer service support via Livechat, phone and email.
• Experience with Jungle Commerce, Shopify, Klaviyo, Missive etc would be highly regarded.
• Full Training can be provided for the right candidate.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).