Customer Experience Associate, Bilingual

Marble Health

. Serve as a point of contact for students, guardians, providers, and school partners via SMS, email, phone, and voicemail .

Posted 9/29/2026full-timeNew York City • New York • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer experience capabilities by effectively managing support cases, utilizing internal tools for communication and documentation, and collaborating cross-functionally to enhance processes. Fluent in both Spanish and English, with a focus on clear communication and emotional intelligence.

Highest-signal resume keywords

Customer Experience ManagementFluency In Spanish And EnglishEHR ProficiencyCross-Functional CollaborationProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceAppointment ReschedulingTherapist RematchingCase ManagementDocumentationWorkflow ImprovementAI Tool UtilizationSOP DevelopmentMacros CreationTranslation

Soft Skills

Emotional IntelligenceCompassionReliabilityAttention To DetailClear Communication

Tools & Technologies

EHRClaudeNotionSlack

Industry Keywords

Healthcare Customer ServiceCustomer ExperienceStartup ExperienceSystems-Oriented Approach

About the role

Key responsibilities & impact

Serve as a point of contact for students, guardians, providers, and school partners via SMS, email, phone, and voicemail
Use internal tools including an EHR, Claude, Notion, and Slack to resolve questions and issues
Own support cases end to end, including appointment rescheduling, therapist rematching, custody conflicts, and transitions to higher-acuity care
Work cross-functionally to find solutions and close the loop
Identify recurring friction and recommend improvements to Product & Engineering
Build and improve CX processes, documentation, and workflows, including inbox structures, macros, SOPs, and shared learnings
Handle cases escalated by AI agents and review their responses for accuracy and tone
Use AI tools for drafting, translation, and summaries
Collaborate with Operations to ensure a seamless care journey

Requirements

What you’ll need

Fluent in both Spanish and English
1.5+ years of experience working in customer experience/customer service roles
Calm, emotionally intelligent, and compassionate
Reliable and detail-oriented
Strong work ethic
Patience and integrity
Team-first approach
Clear verbal and written communication
Adaptability as priorities, tools, and processes evolve
Nice to have: healthcare customer service experience
Nice to have: systems-oriented approach
Nice to have: early-stage or fast-growing startup experience

Benefits

Comp & perks

Equity
Full benefits
Competitive compensation
Clear growth path
Leadership support
Small, experienced team environment
Meaningful work improving kids' mental health access