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About the Role
Verse Medical is building modern software infrastructure to connect providers, payors, and patients, ensuring people get high-quality care reliably at home. As a Customer Experience Associate, you will be on the front lines supporting clinics, resolving questions, removing friction in the ordering process, and serving as a trusted partner to clinical teams. This role is ideal for someone early in their career who thrives in fast-paced environments, enjoys solving problems, and cares deeply about delivering exceptional service.
Responsibilities
- 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
Requirements
- 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 (Preferred)
- Experience working in a startup or high-growth environment (Preferred)
Skills
- Customer Support
- Healthcare Operations
- Communication
- Attention to Detail
- Multitasking
- System Navigation
- Problem-Solving
- G-Suite
- Slack
- Kustomer
- Zendesk
Location
- New York City, NY
Work Type
- Hybrid
- Full-time
Experience Level
- Early Career
- 1-3 years
Salary/Compensations
- $70,000-$75,000 base salary
- $5,000 annual bonus
- Total on-target earnings of $75,000-$80,000
Benefits
- 100% health insurance premium coverage
- Dental insurance
- Vision insurance
- 401(k) plan
- Opportunities for rapid career advancement
- Flexible holiday swap for holiday coverage
About the Company
- Verse Medical is building the modern software infrastructure to make healthcare-quality care at home a reality.
- The company is a well-funded Series C company backed by General Catalyst, SignalFire, and Sapphire Ventures.
- The platform connects providers, payors, and patients to ensure reliable, high-quality care.
- Verse Medical values transparency, speed of iteration, focused intensity, and customer empathy.
Equal Opportunity
- Verse Medical is 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.
- The company embraces diversity of all kinds: race, gender, age, religion, identity, experience.
- Verse Medical is actively working to build a more inclusive and equitable world.
- We are an equal opportunity employer.
- We are 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.