Customer Experience Associate

Eko•Emeryville, CA

22h•$47,000 - $52,000•Hybrid

About The Position

Eko builds AI and digital tools to enable every healthcare provider to more accurately detect heart and lung disease â the leading causes of death globally. Our FDA cleared, industry leading products are used by hundreds of thousands of clinicians on millions of patients around the world. With Eko, clinicians can detect cardiac and pulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible. We have strong venture capital backing from investors like Artis Ventures, Questa Capital, Highland Capital, and Mayo Clinic Ventures. Recognized by TIME magazine in 2025 as one of the worldâs top healthcare technology companies, Eko is one of the fastest growing digital health companies with products used around the world at some of the most prestigious health systems. We have more than 8 FDA clearances including novel AI algorithms, and we invest heavily in quality clinical research and R&D to build and validate exceptional products for patients we care deeply about. Weâve built a mission driven, high performing, talented, and diverse team of engineers, physicians, PhDâs, creatives, and technologists. We are committed to investing in each other and our mission to ensure all patients have access to high quality care. We are headquartered in Emeryville, California and privately-held with world class investors and partners. At Eko, weâre dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patientsâ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible. With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. Weâve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to WorkÂ®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care. At Eko Health, our Customer Experience (CX) team is building a reputation for five-star experiences. As a Customer Experience Associate, youâll handle core support interactions and also step into high-impact moments: managing escalations, supporting high-value customers, and creating warm handoffs to our enterprise sales team. Youâll represent Eko across channels, from private cases to public reviews and social posts, always with professionalism and empathy. This is a hybrid role with required onsite presence on Tue/Wed/Thu. Schedule: Role 1: Sunday âThursday - This role will work in Pacific time zone Role 2: TuesdayâSaturday - This role will work in Pacific time zone Head count: 2

Requirements

2+ years of customer support experience, ideally in ecommerce or healthcare tech.
Strong written and verbal communication skills for both direct and public interactions.
Proven ability to provide white-glove support and handle sensitive escalations.
Familiarity with CRM/ticketing systems (Zendesk preferred).
A proactive, problem-solving mindset with excellent judgment under pressure.
Collaborative by nature. A team player who makes the group stronger.

Nice To Haves

Experience in healthcare or DTC.
Exposure to public reputation management (reviews, social media).
Knowledge of HIPAA-compliant support practices.

Responsibilities

Provide omni-channel support with accuracy, warmth, and efficiency.
Deliver a concierge-style experience, ensuring every customer is supported throughout their journey.
Own complex cases and escalations, driving them to full resolution.
Support high-value clinicians and accounts with white-glove care and seamless transitions to Sales when needed.
Lead service recovery, turning challenging moments into opportunities for loyalty.
Respond thoughtfully to public reviews and social posts.
Proactively identify and share customer insights with CX leadership.
Collaborate with Fulfillment, Product, Sales, and Marketing to create smooth resolutions.
Contribute to team knowledge and processes by giving feedback on frontline workflow.