Customer Experience Associate

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