Customer Experience Associate

Verse Medical is building modern software infrastructure for healthcare. As a Customer Experience Associate, you are on the front lines of supporting clinics that rely on Verse Medical to care for their patients; you'll resolve questions, remove friction in the ordering process, and serve as a trusted partner to clinical teams.

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; Identify and proactively flag at-risk orders or delays; Maintain clean and accurate documentation in Kustomer; 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

Nice to have

Experience supporting healthcare clinics or medical products; Experience working in a startup or high-growth environment

Benefits

100% health insurance premium for you and your dependents; access to high-quality dental and vision insurance plans; 401(k) plan; $5,000 annual bonus; opportunities for rapid career advancement