Customer Experience Associate

📋 Description

• • As a Customer Experience Associate at Verse Medical, you will be on the front lines supporting clinics that rely on our platform to deliver high-quality, hospital-grade care to patients at home. You’ll resolve inquiries, remove friction in the ordering process, and serve as a trusted partner to clinical teams, directly impacting patient care outcomes.
• • Day to day, you will respond to inbound clinic inquiries via phone, email, and chat; troubleshoot order issues, product questions, shipping updates, and documentation needs; coordinate with Ops, Billing, and CSM teams to resolve escalations; assist with product selection and ordering; maintain accurate records in Kustomer; contribute to knowledge base and SOP updates; and act as a voice for clinics and patients internally by escalating urgent issues with empathy and ownership.
• • Verse Medical is a well-funded Series C healthcare technology company backed by General Catalyst, SignalFire, and Sapphire Ventures, building modern software infrastructure to connect providers, payors, and patients and eliminate outdated systems like faxes and phone tag. We operate with values of transparency, rapid iteration, focused effort, and deep empathy, and are committed to building an equitable, inclusive workplace.
• • In this role, you will develop strong healthcare operations and customer service expertise, gain experience in cross-functional collaboration within a fast-growing startup, improve your ability to manage complex workflows under pressure, and position yourself for rapid career advancement as we scale our mission to transform home-based care.