Customer Experience Associate

Verse Medical Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Join Verse Medical Inc., a well-funded Series C company backed by leading venture capital firms like General Catalyst, SignalFire, and Sapphire Ventures, on a mission to revolutionize at-home healthcare. We are building the modern software infrastructure to address the inefficiencies of the current healthcare system, which often relies on outdated methods like faxes and phone tag for critical patient care coordination. Our innovative platform connects providers, payors, and patients, ensuring seamless access to high-quality care where people live. As a Customer Experience Associate, you will play a pivotal role in shaping the future of at-home care by resolving inquiries, streamlining the ordering process, and serving as a dedicated partner to clinical teams.
• In this dynamic role, you will be the frontline of our customer support, expertly handling inbound clinic inquiries through various channels including phone, email, and chat. Your primary responsibility will be to provide timely and accurate assistance, addressing a wide range of issues such as order discrepancies, product-specific questions, shipping status updates, and documentation requirements. This requires a deep understanding of our platform and a commitment to delivering exceptional service.
• A significant part of your contribution will involve troubleshooting and resolving complex order issues. You will need to meticulously investigate problems, identify root causes, and implement effective solutions. This often requires close collaboration with internal teams, including Operations, Billing, and Customer Success Managers (CSMs). By coordinating cross-functionally, you will ensure that escalations are handled efficiently and that clinics receive clear, consistent communication throughout the resolution process, fostering trust and satisfaction.
• You will also be instrumental in supporting the order and workflow processes. This includes assisting clinics with product selection, managing substitutions when necessary, and providing clear guidance on the ordering process itself. Your expertise will help ensure that orders are placed accurately and efficiently, minimizing errors and delays. Furthermore, you will play a key role in supporting the collection of necessary documentation and optimizing the order processing workflows to enhance overall operational efficiency.
• Proactive identification and flagging of at-risk orders or potential delays are crucial aspects of this role. By closely monitoring order statuses and anticipating potential bottlenecks, you will help prevent disruptions to patient care. Your vigilance will enable the team to take preemptive action, ensuring that critical medical supplies reach patients without unnecessary delays.
• Maintaining the integrity and accuracy of our customer data is paramount. You will be responsible for ensuring that all interactions and case details are meticulously documented in Kustomer, our primary ticketing system. Clean and organized data is essential for effective analysis, reporting, and continuous improvement of our services.
• Your role extends to contributing to the development and maintenance of our internal knowledge base and Standard Operating Procedures (SOPs). By documenting common issues, solutions, and best practices, you will empower the entire team to provide consistent and high-quality support. This proactive approach to knowledge sharing helps to scale our support capabilities and ensures that all team members have access to the information they need.
• As a true advocate for our patients and clinics, you will act as the internal voice of their needs and challenges. You will be responsible for escalating urgent issues to the appropriate teams with a strong sense of ownership, ensuring that critical concerns are addressed promptly and effectively. Your ability to champion the customer's perspective internally will drive meaningful improvements to our products and services.
• Delivering high-empathy communication is a cornerstone of this position, especially when dealing with time-sensitive or sensitive situations. You will need to navigate challenging conversations with compassion, professionalism, and a genuine desire to help. This empathetic approach is vital in building strong relationships with our clinical partners and ensuring they feel supported and valued.
• We operate with a set of core values that guide our actions: transparency, speed of iteration, focused intensity, and deep customer empathy. You will embody these principles daily, contributing to a culture of honesty, rapid learning, sustainable high performance, and a relentless focus on solving real-world healthcare challenges. Your commitment to these values will be integral to our collective success in healing a fragmented system.

🎯 Requirements

• 1-3 years of experience in customer support, healthcare operations, or a similar fast-paced environment.
• Strong written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
• High attention to detail and the proven ability to manage multiple tasks simultaneously in a dynamic setting.
• Comfort and proficiency working with various systems, including G-Suite, Slack, and ticketing tools.
• A proactive, solution-oriented mindset with a genuine desire to help customers and improve processes.

🏖️ Benefits

• Meaningful Compensation: $60,000-$70,000 annual salary.
• Comprehensive Health & Wellness: 100% employer-paid health insurance premiums, plus access to high-quality dental and vision insurance plans for you and your dependents.
• Plan for the Future: Access to a 401(k) plan to support your long-term financial goals.
• Career Growth Opportunities: Potential for rapid career advancement within a rapidly growing company at a significant inflection point.

Skills & Technologies

Junior

Remote

$60k-70k

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Verse Medical Inc.

Visit Website

About Verse Medical Inc.

Verse Medical Inc. operates a digital platform that connects healthcare providers with medical suppliers for purchasing surgical and clinical supplies. The company streamlines procurement through a cloud-based marketplace, offering real-time pricing, inventory visibility, and analytics tools to reduce costs and improve supply chain efficiency for hospitals and surgery centers across the United States.

View Company Profile