Customer Experience Associate
New
C
CollectiveDigital health
Location: United States; Workplace: Remote, US business hoursFull-TimeEntry
Salary$50,000-$70,000 salary plus equity.
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Job Details
- Required Skills
- Written communicationZendeskCustomer support
Requirements
- Communicate clearly and warmly in writing.
- Manage multiple conversations at once while keeping details accurate.
- Remain calm when support volume is high and double-check work before responding.
- Be receptive to feedback and learn new workflows quickly.
- Be comfortable using AI tools in day-to-day work.
- Use sound judgment to distinguish support questions from medical questions and escalate when appropriate.
- Customer service, retail, hospitality, or other people-facing experience is a nice to have.
- Familiarity with Intercom, Zendesk, or similar support tools is a nice to have.
- Interest in health, wellness, or startups is a nice to have.
Responsibilities
- Respond to member questions and issues over email and chat, including order status, billing, and account questions.
- Use existing macros, FAQs, and help documents, and flag gaps or recurring questions to the Support Lead.
- Meet response time, resolution, and CSAT goals for the ticket queue.
- Route genuine medical questions to the physician partner according to established protocols.
- Recognize safety-critical or time-sensitive issues and escalate them promptly.
- Capture member feedback, patterns, bugs, and confusing experiences, and pass them to the team.
- Take on additional scope as the team and support volume grow.
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