Care Operations Associate

About the role

The moment a family is referred to Marble is one of the most important moments in a student's care journey. As a Care Operations Associate, you'll own that moment by guiding families from referral to intake with speed, clarity, and empathy, often within 24 hours.

Responsibilities

• Manage a caseload of referred families, serving as their trusted point of contact from referral through intake
• Engage with families across phone, email, and other channels — answering questions, resolving blockers, and navigating complex cases with clarity and empathy
• Keep families moving toward intake through consistent follow-through and re-engagement
• Collaborate with Growth, Product, and Engineering to unblock cases, streamline workflows, and improve the tools that support your day-to-day work
• Surface real-time patterns on where families get stuck and share feedback on product, tools, and messaging to improve the intake experience

Requirements

• 3+ years of professional experience, ideally in a startup or high-growth environment that required ambiguous problem solving
• Experienced in high-communication roles that involve structured phone or video conversations — you're comfortable managing volume without sacrificing quality
• Buils trust quickly with families, counselors, and teammates — warm, clear, and steady even in stressful moments
• Works through complexity and ambiguity with curiosity and calm; spots patterns, uncovers blockers, and finds practical paths forward
• Highly organized who manages a detailed caseload with discipline, keeps clean notes, and maintains reliable daily rhythms
• Buys positive energy and stamina to high-volume, high-impact work
• Mission-driven and energized by improving access to mental health care for kids

Qualifications

• Commutes to our SoHo, New York City office 3 days per week

Skills

• Strong communication skills, particularly in high-pressure, multi-channel settings
• Ability to handle high-volume caseloads with accuracy and speed
• Experience working with diverse populations and understanding cultural nuances
• Proficiency in Microsoft Office Suite

Benefits

• Full benefits package including medical, dental, vision, and life insurance
• Flexible work schedule
• Equity in the company

Pay

Compensation includes a base salary, equity, and full benefits. Base salary range: $60,000 – $90,000

Schedule

This role is hybrid, with three days per week in our SoHo, New York City office.