Customer Experience Associate

Verse Medical is seeking a Customer Experience Associate to serve as a frontline support resource for healthcare clinics using the company’s medical supply and care coordination platform. This role focuses on resolving customer inquiries, supporting order workflows, coordinating documentation, troubleshooting issues, and ensuring a positive customer experience.

The position works closely with Operations, Billing, Customer Success, and clinic staff to address escalations, manage orders, provide product guidance, and improve operational workflows. This role combines customer service, healthcare operations, order management, and process improvement responsibilities within a fast-paced healthcare technology environment.

### Key Responsibilities

* Respond to inbound inquiries via phone, email, and chat
* Troubleshoot order issues and shipping concerns
* Assist clinics with product selection and ordering guidance
* Support documentation collection and order processing
* Coordinate with Operations, Billing, and Customer Success teams
* Identify and escalate urgent issues
* Maintain accurate documentation in ticketing systems
* Update knowledge base articles and SOP documentation
* Monitor at-risk orders and proactively resolve delays
* Advocate for clinic and patient needs
* Deliver high-quality customer service and communication

### Requirements

* 1–3 years of customer support or healthcare operations experience
* Strong written and verbal communication skills
* High attention to detail
* Ability to manage multiple priorities simultaneously
* Experience working with business systems and software platforms
* Strong problem-solving skills
* Ability to work independently in a remote environment

### Preferred Qualifications

* Healthcare clinic support experience
* Medical product experience
* Startup or high-growth company experience
* Zendesk experience
* Kustomer experience
* Slack experience
* Google Workspace experience

### Benefits

* 100% employer-paid health insurance premiums
* Dental and vision insurance
* 401(k)
* Career advancement opportunities
* Remote work environment
* Fast-growing healthcare technology company

### Good Fit For

Candidates with experience in customer support, healthcare administration, medical records, healthcare operations, patient support, order processing, customer success, care coordination, or clinic support environments.

### Phone Level Breakdown

* Inbound phone support: Moderate
* Email support: High
* Chat support: High
* Customer-facing interaction: Frequent
* Sales responsibilities: None