Customer Experience Associate

Job Description

REQUIREMENTS

• 1–3 years of experience in customer support, healthcare operations, or similar fast-paced environment
• Strong written and verbal communication skills
• High attention to detail and ability to manage multiple tasks simultaneously
• Comfort working in systems (G-Suite, Slack, Kustomer/Zendesk, etc.)
• A proactive, solution-oriented mindset

Preferred

• Experience supporting healthcare clinics or medical products
• Experience working in a startup or high-growth environmen

RESPONSIBILITES

Customer Support & Case Management

• Respond to inbound clinic inquiries via phone, email, and chat
• Troubleshoot order issues, product questions, shipping updates, and documentation needs
• Coordinate cross-functionally with Ops, Billing, and CSM teams to resolve escalations
• Ensure timely follow-up and clear communication with clinics

Order & Workflow Support

• Assist clinics with product selection, substitutions, and ordering guidance
• Support documentation collection and order processing workflows
• Identify and proactively flag at-risk orders or delays

Process Improvement

• Maintain clean and accurate documentation in Kustomer (our ticketing system)
• Contribute to knowledge base updates and SOP documentation

Patient & Clinic Advocacy

• Act as a voice of the clinic and patient internally
• Escalate urgent issues appropriately and with strong ownership
• Deliver high-empathy communication in time-sensitive or sensitive situations

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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