Customer Experience Associate

About the role

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow. Last year, 1 in 10 teens attempted suicide. At the heart of this crisis is a severe lack of access to quality, affordable care. When kids can't get help, problems compound and preventable tragedies follow. Marble partners directly with school counselors to get students into care quickly by connecting them to licensed therapists through the insurance coverage they already have, with no waitlists.

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

What You'll Do

• Serve as a trusted point of contact for students, parents, therapists, school counselors, and insurance partners — resolving questions and issues with speed and care
• Own support cases end-to-end, working across teams and channels to find solutions and close the loop
• Identify patterns in what's breaking or creating friction and bring concrete recommendations to product and engineering
• Build and improve the processes, documentation, and workflows that make the CX function more effective over time
• Collaborate closely with the broader Operations team to ensure a seamless experience at every stage of the care journey
• Speak up when something is broken and bring solutions — you help shape how Marble serves its community

About You

• 2+ years of experience at a high-growth startup in an operations or customer experience role
• Demonstrated history of rapid growth and taking on increasing responsibility
• Rolls up your sleeves and does what needs to be done — comfortable picking up the phone, handling high volumes, and doing the unglamorous work that matters
• Relationship-obsessed — you care deeply about the people you're serving and the team you're building with
• Thrives in ambiguity — energized by imposing structure in dynamic environments and making sound decisions with imperfect information
• Growth mindset — you see challenges as opportunities to adapt and improve
• Takes ownership: speaks up when something is broken and brings solutions to the table
• Mission-driven and energized by improving access to mental health care for kids

Why Marble

• Direct impact on kids' mental health access — this work is meaningful
• Greenfield opportunity to build something from the ground up, with leadership support and a clear growth path
• Small, experienced team that moves fast and takes the work seriously
• Competitive compensation, benefits, and equity