Customer Experience Associate

TL;DR

Customer Experience Associate (MedTech): Providing personalized, empathetic support to patients and dietitians within an AI-native metabolic health platform with an accent on resolving complex inquiries across phone, email, and chat. Focus on troubleshooting technical issues, collaborating with product teams to improve workflows, and ensuring high-quality care delivery.

Location: Must be legally authorized to work in the U.S. Open to remote or in-person in New York, NY.

Company

hirify.global is a dietitian-led metabolic health clinic and AI-native digital health system that matches patients with registered dietitians and AI agents to deliver insurance-covered care.

What you will do

• Provide exceptional support across phone, email, and chat channels.
• Troubleshoot technical issues related to account management, billing, and service usage.
• Document customer interactions accurately within internal systems.
• Collaborate with Engineering and Product teams to escalate and resolve complex issues.
• Identify trends in customer feedback to suggest process improvements.
• Support weekend operations with a requirement to work one weekend day per week.

Requirements

• 2+ years of experience in customer support, CX, or customer success.
• Experience in fast-paced industries such as telehealth, healthcare, SaaS, or tech.
• Strong verbal and written communication skills for multi-channel support.
• Ability to work cross-functionally with technical teams to document and escalate issues.
• Must be legally authorized to work in the U.S.
• Availability to work one weekend day per week.

Nice to have

• Multilingual skills, especially Spanish.
• Prior experience in telehealth or nutrition-focused services.

Culture & Benefits

• Work in a high-growth, Series C funded startup environment.
• Collaborative team culture focused on solving complex healthcare challenges.
• Opportunity to impact patient health outcomes directly.
• Commitment to talent density and candid feedback.