Customer Experience Associate

Role Overview

• 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.