[Hiring] Customer Experience Associate @Verse Medical

Role Description

As a Customer Experience Associate , you are on the front lines of supporting clinics that rely on Verse Medical to care for their patients. You’ll resolve questions, remove friction in the ordering process, and serve as a trusted partner to clinical teams. This is an ideal role for someone early in their career who thrives in fast-paced environments, enjoys solving problems, and cares deeply about delivering exceptional service. You won’t just answer tickets — you’ll help us improve how we operate.

What You'll Achieve

• Customer Support & Case Management
  • 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
• Order & Workflow Support
  • 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
• Process Improvement
  • Maintain clean and accurate documentation in Kustomer (our ticketing system)
  • Contribute to knowledge base updates and SOP documentation
• Patient & Clinic Advocacy
  • 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

Qualifications

• 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

Requirements

• Experience supporting healthcare clinics or medical products (preferred)
• Experience working in a startup or high-growth environment (preferred)

Benefits

• Meaningful Compensation: $60,000-$68,000 base salary, (depending on location) plus a $5,000 annual bonus, for total on-target earnings of $65,000-$73,000
• Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
• Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.
• Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.
• Work Environment & Location: This role is remote and requires working hours aligned with Eastern Time, regardless of location. Due to the nature of our customer support operations, this role may require coverage on a limited number of holidays on a rotational basis. Holiday coverage will be communicated in advance, coordinated across the team, and eligible for a flexible holiday swap.