Customer Experience Associate
Verse
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $65,000 - $72,000 per year
About the role
- 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
- Identify and proactively flag at-risk orders or delays
- Maintain clean and accurate documentation in Kustomer (our ticketing system)
- Contribute to knowledge base updates and SOP documentation
- 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
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
- Experience supporting healthcare clinics or medical products
- Experience working in a startup or high-growth environment
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. At this time, the company does not offer a 401(k) match.
- You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
strong written communicationstrong verbal communicationhigh attention to detailability to manage multiple tasksproactive mindsetsolution-oriented mindsethigh-empathy communicationownership