Customer Experience Associate

TL;DR

Customer Experience Associate (Health-tech): Own the post-sale customer journey, manage relationships and deliver multi-channel support with an accent on phone-based interactions, troubleshooting hearing aids, and issue resolution. Focus on driving retention, building product expertise, and advocating for customer insights internally.

Location: Remote (US-based, E-Verify for work authorization)

Compensation: $24 - $26/hour

Company

Health-tech company based in New York City changing the hearing aid industry with a telehealth solution for consumer and provider hearing care.

What you will do

• Own customer relationships by managing portfolios and providing proactive, personalized phone-based support throughout their hearing journey.
• Deliver multi-channel support via phone, email, and text to resolve questions and concerns with empathy and problem-solving.
• Troubleshoot hearing aid issues with step-by-step guidance and escalate when needed.
• Drive retention by addressing concerns early, following up on issues, and preventing avoidable returns.
• Build expertise in hirify.global products and hearing health to guide customers effectively.
• Advocate for customers internally by capturing insights and collaborating with Audiology, Operations, and Product teams.

Requirements

• Confident and personable on the phone, handling emotionally nuanced conversations
• Empathetic, patient, able to de-escalate frustrated customers
• Strong problem-solver comfortable with gray areas
• Adaptable and resilient in a fast-growing environment
• Comfortable learning new tools, products, and workflows
• Dependable, punctual, takes ownership of follow-ups

Culture & Benefits

• Medical/Dental/Vision through Aetna, 401K, telehealth
• Paid Parental Leave, Flexible PTO, Paid sick leave
• Non-Exempt FLSA status eligible for overtime pay
• Mission-driven startup environment focused on customer impact