Customer Experience Associate

Marble Health•New York, NY

5d•$65,000 - $80,000

About The Position

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. We're an early-stage, fast-moving team. The people who join now will shape how we build and what we build. At Marble, Customer Experience is the heartbeat of the company. Our CX team sits at the intersection of product, engineering, and every person we serve — students, parents, therapists, school counselors, and insurance partners. In a space this complex and this important, CX is where some of the most critical decisions are made. As one of the first members of Marble's CX team, you'll have real ownership over how we show up for the kids and families we serve. You'll work closely with operators who've scaled high-growth startups, move fast on problems that actually matter, and see the direct impact of your work in the lives of students navigating mental health challenges. This is a seat at the table for someone who wants to build something.

Requirements

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

Responsibilities

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