Customer Experience Associate

TL;DR

Customer Experience Associate: Managing the post-sale customer journey with an accent on building relationships and resolving issues via multi-channel support. Focus on troubleshooting hearing aids, driving retention, and advocating for customer insights to improve the overall experience.

Location: Remote (USA)

Salary: $50,000–$55,000/year

Company

hirify.global is a fast-growing startup in the hearing health industry, focusing on providing an exceptional customer experience.

What you will do

• Own the customer relationship, providing proactive, personalized support throughout their hearing journey.
• Deliver multi-channel support (phone, email, text) to resolve customer questions and concerns.
• Troubleshoot and guide customers to identify and fix issues with their hearing aids.
• Drive customer retention by addressing concerns and preventing avoidable returns.
• Build deep knowledge of hirify.global products and hearing health concepts.
• Advocate for the customer internally by capturing insights and collaborating with other teams to improve the experience.

Requirements

• Confident and personable on the phone, capable of handling emotionally nuanced conversations.
• Empathetic and patient, with the ability to de-escalate frustrated or confused customers.
• Strong problem-solver comfortable navigating ambiguous situations.
• Adaptable and resilient, thriving in a growing company with evolving processes.
• Comfortable learning new tools, products, and workflows.
• Thoughtful decision-maker who balances customer needs with business constraints.
• Dependable and punctual, taking ownership of follow-ups.
• US work authorization via E-Verify is required.

Culture & Benefits

• Join a fast-growing startup as an instrumental part of the company.
• Work side-by-side with sales, operations, and marketing teams.
• Opportunity to build the brand through exceptional customer experience.
• Be a proactive self-starter who enjoys speaking to customers and collaborating cross-functionally.
• Emphasis on thoughtful and efficient communication.