Customer Experience Associate (Remote)
About The Position
Verse Medical is building modern software infrastructure to connect providers, payors, and patients, ensuring people get high-quality care reliably and where they live. As a Customer Experience Associate, you will be on the front lines supporting clinics that rely on Verse Medical. You will resolve questions, remove friction in the ordering process, and serve as a trusted partner to clinical teams. This role is ideal for someone early in their career who thrives in fast-paced environments, enjoys solving problems, and cares deeply about delivering exceptional service. You will not only answer tickets but also help improve how the company operates.
Requirements
- 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
Nice To Haves
- Experience supporting healthcare clinics or medical products
- Experience working in a startup or high-growth environment
Responsibilities
- 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
- 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
- Maintain clean and accurate documentation in Kustomer (our ticketing system)
- Contribute to knowledge base updates and SOP documentation
- 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
Benefits
- 100% coverage of health insurance premium
- Access to high-quality dental insurance plans
- Access to high-quality vision insurance plans
- 401(k) plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
