Customer Experience Associate

Job description

# **Our Mission:** Hospital-Quality Care, Everywhere. The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us! # **Our Values:** The Principles That Guide Us Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day. - **We are transparent, upfront and direct.** We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress. - **We value speed of iteration.** We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection. - **We give 110% effort, 30% of the time.** We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run. - **We empathize with customers to a fault.** When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, *"How can we make this better?"* We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare. # **Your Impact:** How You'll Help Us Heal a Broken System 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. This is an ideal role for someone early in their career who thrives in fast-paced environments, enjoys solving problems, and cares deeply about delivering exceptional service. You won’t just answer tickets — you’ll help us improve how we operate. # **What You'll Achieve:** A Glimpse into Your Contributions ### **Customer Support & Case Management** - 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 ### **Order & Workflow Support** - 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 ### **Process Improvement** - Maintain clean and accurate documentation in Kustomer (our ticketing system) - Contribute to knowledge base updates and SOP documentation ### **Patient & Clinic Advocacy** - 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 # **What You'll Bring:** The Skills and Experience You’ll Leverage We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply. ### **Required** - 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 ### **Preferred** - Experience supporting healthcare clinics or medical products - Experience working in a startup or high-growth environment # **The Rewards & Reality:** Compensation, Benefits & Logistics We believe in taking care of our team, both professionally and personally. Here’s what we offer: - **Meaningful Compensation:** $60,000-$68,000 base salary, (depending on location) plus a $5,000 annual bonus, for total on-target earnings of $65,000-$73,000 - **Comprehensive Health & Wellness:** We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents. - **Plan for the Future:** 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. - **Career Growth:** 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. **Work Environment & Location:** - This role is remote and requires working hours aligned with Eastern Time, regardless of location - Due to the nature of our customer support operations, this role may require coverage on a limited number of holidays on a rotational basis. Holiday coverage will be communicated in advance, coordinated across the team, and eligible for a flexible holiday swap # **Our Pledge for an Equitable Future** At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer. We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at [recruiting@versemedical.com](mailto:recruiting@versemedical.com).