Customer Experience Associate

📋 Description

• • Be the human face of a mission-driven digital-health leader. Every day you’ll safeguard the trust of 500,000+ clinicians who rely on Eko’s AI-powered stethoscopes and software to detect cardiopulmonary disease earlier and treat it more effectively. Your voice, tone, and follow-through will directly influence patient outcomes and the company’s reputation.
• • Deliver omni-channel, concierge-level support across email, chat, phone, SMS, and social media. You’ll own the full lifecycle of a case—from first “hello” to final resolution—while maintaining an average CSAT above 95 %. Expect 40–60 interactions per day, balanced between quick wins and complex, multi-touch issues.
• • Master the art of escalation. When a hospital system CIO tweets a complaint or a high-value cardiology group threatens churn, you’ll step in within minutes, diagnose root causes, coordinate with Engineering or Fulfillment, and craft recovery plans that turn detractors into promoters.
• • Provide white-glove care to enterprise accounts. You’ll build personal rapport with department heads, anticipate renewal or upsell signals, and create warm hand-offs to Sales with crisp, insight-rich briefs that accelerate revenue.
• • Protect and polish Eko’s public reputation. You’ll monitor review sites (G2, App Store, Google) and social channels daily, responding with empathy, data, and brand voice. Your words will be seen by millions of clinicians and patients, so every reply must be HIPAA-compliant, medically accurate, and emotionally intelligent.
• • Become a product expert. You’ll complete a 4-week bootcamp on cardiac anatomy, FDA-cleared AI algorithms, Bluetooth pairing, EHR integrations, and HIPAA workflows. You’ll then translate that knowledge into plain-English guidance for nurses, PAs, and IT admins.
• • Surface customer insights that shape the roadmap. By tagging trends in Zendesk and sharing weekly voice-of-customer reports, you’ll help Product prioritize bug fixes, feature requests, and packaging tweaks that move the NPS needle.
• • Collaborate cross-functionally. You’ll huddle daily with Fulfillment to track overnight shipping snafus, join Engineering stand-ups to reproduce elusive firmware bugs, and brief Marketing on testimonials worth turning into case studies.
• • Champion continuous improvement. You’ll pilot new macros, test AI-suggested replies, and refine SOPs so the entire CX team becomes faster, kinder, and more accurate quarter over quarter.
• • Work a consistent, family-friendly schedule (Sunday–Thursday or Tuesday–Saturday) in Pacific time, fully remote, with quarterly on-sites in Emeryville for team-building and product deep-dives.