Customer Experience Associate

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

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

Experience supporting healthcare clinics or medical products

Experience working in a startup or high-growth environment

At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer.

We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at recruiting@versemedical.com .