Customer Experience Associate

About the role

Nourish is the country's largest dietitian-led metabolic health clinic. We match patients with 10,000+ Registered Dietitians, physicians, medications, lab testing, and AI agents to deliver insurance-covered care across all 50 states. Founded four years ago, we've completed millions of appointments, tripled year-over-year, and partnered with health plans covering 200M+ Americans across 250+ health systems.

This is not a job for everyone. We hold an extremely high bar because we believe talent density is our biggest competitive advantage. We're looking for people who actively choose hard, ambiguous problems, who run toward unglamorous work, give and receive candid feedback, and bring relentless resilience without the ego. Our work is important, but we are not self-important. We do this because we’re solving one of the hardest problems in the world, and the problem matters. If that's you, we disproportionately reward it.

Key Responsibilities

• Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
• Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
• Document customer interactions accurately in our systems, ensuring that all cases are tracked and followed up on if necessary.
• Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
• Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
• Maintain a deep understanding of Nourish’s products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
• Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
• Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.

We'd love to hear from you if:

• You have 2+ years of experience in a customer-facing role, ideally in customer support, CX, or customer success.
• You’ve worked in fast-paced industries like telehealth, healthcare, SaaS, or tech where quick thinking and adaptability are key.
• You have strong verbal and written communication skills and are comfortable handling phone calls, email, and chat interactions with customers.
• You’re a strong problem-solver who can think on your feet and offer creative solutions to customer challenges.
• You are organized and can handle multiple customer interactions at once, making sure no detail is overlooked.
• You’re passionate about nutrition or wellness, and you’re excited to help others on their health journey through Nourish’s services.
• You have experience or comfort working cross-functionally with Engineering or Product teams, including identifying, documenting, and escalating technical issues in a clear and structured way.
• You’re open to working one weekend day per week, as we provide customer support on weekends.
• Bonus points if you’re multilingual (especially if you speak Spanish) or have experience working in telehealth or nutrition-focused services.