Customer Experience Associate
About Us
Hospital-Quality Care, Everywhere. The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live.
Our Values
The principles that guide us aren’t just words on a wall; they are the operating system for how we work together and with our partners.
- Transparency: We are upfront and direct. We share information openly—both the good and the bad—and believe direct, respectful feedback is the foundation of trust and progress.
- Speed of iteration: We learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing progress is more valuable than perfection.
- Focused intensity: We give 110% effort, 30% of the time. We balance passionate, high-impact moments with a sustainable pace that keeps our team energized for the long run.
- Customer empathy: When our users face a problem, we own it. We ask, “How can we make this better?” instead of asking them to change. True innovation comes from deep empathy and solving real-world challenges.
Your Impact
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.
Responsibilities
- 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
Requirements
We believe 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.
- 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
Benefits & Logistics
- Compensation: $70,000–$75,000 base salary, plus a $5,000 annual bonus, for total on-target earnings of $75,000–$80,000
- Health & Wellness: 100% coverage of health insurance premiums, plus high-quality dental and vision plans for you and your dependents
- Retirement: 401(k) plan (no company match at this time)
- Career Growth: Opportunities for rapid advancement in a company at a major inflection point
- Work Environment: Hybrid model (4 days per week in our New York City office in Chelsea)
- Schedule: May require coverage on a limited number of holidays on a rotational basis; holiday coverage will be communicated in advance and eligible for a flexible swap