Customer Experience Associate

Verse

Customer Experience Associate addressing clinic inquiries and improving order processes for a healthcare software company. Collaborates cross-functionally and delivers high-empathy solutions.

Posted 4/16/2026full-timeNew York City • New York • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $72,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

strong written communicationstrong verbal communicationhigh attention to detailability to manage multiple tasksproactive mindsetsolution-oriented mindsethigh-empathy communicationownership