Customer Experience Associate
hace 8 días
Emeryville
Job DescriptionAt Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible. With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care. At Eko Health, our Customer Experience (CX) team is building a reputation for five-star experiences. As a Customer Experience Associate, you’ll handle core support interactions and also step into high-impact moments: managing escalations, supporting high-value customers, and creating warm handoffs to our enterprise sales team. You’ll represent Eko across channels, from private cases to public reviews and social posts, always with professionalism and empathy. This is a hybrid role with required onsite presence on Tue/Wed/Thu. Schedule:Role 1: Sunday–ThursdayRole 2: Tuesday–Saturday Head count: 2 As Customer Experience Associate at Eko, You Will: • Provide omni-channel support with accuracy, warmth, and efficiency., • Deliver a concierge-style experience, ensuring every customer is supported throughout their journey., • Own complex cases and escalations, driving them to full resolution., • Support high-value clinicians and accounts with white-glove care and seamless transitions to Sales when needed., • Lead service recovery, turning challenging moments into opportunities for loyalty., • Respond thoughtfully to public reviews and social posts., • Proactively identify and share customer insights with CX leadership., • Collaborate with Fulfillment, Product, Sales, and Marketing to create smooth resolutions., • Contribute to team knowledge and processes by giving feedback on frontline workflow.As Customer Experience Associate at Eko, You Have:, • 2+ years of customer support experience, ideally in ecommerce or healthcare tech., • Strong written and verbal communication skills for both direct and public interactions., • Proven ability to provide white-glove support and handle sensitive escalations., • Familiarity with CRM/ticketing systems (Zendesk preferred)., • A proactive, problem-solving mindset with excellent judgment under pressure., • Collaborative by nature. A team player who makes the group stronger.As Customer Experience Associate at Eko, Good to have, • Experience in healthcare or DTC., • Exposure to public reputation management (reviews, social media)., • Knowledge of HIPAA-compliant support practices.Benefits and Perks We Offer:, • Eko was recognized by “Great Place to Work” in 2020 and 2021, • Paid-time off, • Medical/Dental/Vision, Disability + Life Insurance, • One Medical membership, • Parental Leave, • 401k Matching, • Work from home equipment stipend, • Flexible schedules, • Wellness programs (Wellness Wednesdays, Time off), • Wellness perks (Headspace, Ginger, Aaptiv, Physera), • Learning and Development stipendOur Value: 1. Embrace Continuous Improvement: We challenge the status quo, question assumptions, and continuously push boundaries to improve how we work and what we deliver.Behaviors: Critical Thinking: Question existing processes, policies, and assumptions before accepting the norm. Act Like an Owner: Take initiative and look for opportunities to improve systems, products, or services.Resilience: Learn from failures and adapt, rather than giving up., 2. Act with Clarity, Honesty & Accountability: We value transparency, data-driven decisions, and a shared commitment to integrity and ownership.Behaviors:Speak Up with Respect: Respectfully and honestly share your thoughts, concerns, and ideas clearly and constructively, even when it’s difficult or unpopular.Call Out Issues Early: Surface problems or misalignments early to avoid bigger setbacks. Own Mistakes, then Share Learnings: Take accountability when things go wrong. Be transparent about mistakes and use them as an opportunities for team-wide learning and growth., 3. Build with Heart: We care deeply about our work and the people we serve. We go the extra mile and never lose sight of the human impact behind every solution.Behaviors: Care Deeply About the Outcome: Take pride in your work and stay focused on delivering meaningful impact. Put People at the Center: Design and build with empathy — for your teammates, providers, and patients. Lead with Passion and Purpose: Stay connected to why you’re doing the work, and bring energy and inspiration to those around you, 4. Create Superpowers for Providers: Our mission is to empower clinicians with high-quality, clinically optimized tools that help them — and their patients — thrive.Behaviors: Engage Providers Early and Often: Involve providers from the start — not as an afterthought — to shape ideas, decisions, and solutions. Design with Clinical Outcomes in Mind: Focus on workflows and provider/patient needs to build solutions that work in practice. Delight our Customers: Create and operate with empathy to deliver high-quality products using an agile approach, then improve rapidly based on feedback.