Customer Experience Associate
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Job Description
Customer Experience Associate resolving clinic inquiries via phone, email, and chat. Troubleshooting order issues and coordinating with Ops, Billing, and CSM teams in at-home care.
Responsibilities:
- 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
- Assist clinics with product selection, substitutions, and ordering guidance
- Support documentation collection and order processing workflows
- Maintain clean and accurate documentation in Kustomer (our ticketing system)
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, ticketing tools, etc.)
- A proactive, solution-oriented mindset
- Experience supporting healthcare clinics or medical products (preferred)
- Experience working in a startup or high-growth environment (preferred)
Benefits:
- We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
- We offer a 401(k) plan to help you save for your future.
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