Customer Experience Associate

Marble Health

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

Posted 11/1/2026full-timeNew York City • New York • United StatesJuniorMid-Level💰 $65,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer experience management, utilizing electronic health records (EHR) and collaboration tools like Notion and Slack to enhance service delivery. Strong communication skills and a systems-oriented approach are essential for resolving complex customer inquiries and improving operational workflows.

Highest-signal resume keywords

Customer Experience ManagementElectronic Health Records (EHR)Clear Verbal And Written CommunicationDetail-OrientedCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceAppointment ReschedulingTherapist RematchingCase ManagementWorkflow Improvement

Soft Skills

Emotional IntelligenceCompassionPatienceAdaptabilityStrong Work Ethic

Tools & Technologies

ClaudeNotionSlackAI Tools

Industry Keywords

Healthcare Customer ServiceCustomer ExperienceStartup Experience

About the role

Key responsibilities & impact

Serve as a trusted point of contact for students, guardians, providers, and school partners via SMS, email, and phone/voicemail
Use internal tools including an electronic health record (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 provide recommendations 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 check their responses for accuracy and tone
Use AI tools for drafting, translation, and summaries
Collaborate with the broader Operations team across the care journey

Requirements

What you’ll need

1.5+ years of experience working in customer experience/customer service roles
Customer service experience
Calm, emotionally intelligent, and compassionate
Reliable and detail-oriented
Strong work ethic
Patience and integrity
Clear verbal and written communication
Adaptability
Healthcare customer service experience is nice to have
Systems-oriented approach is nice to have
Startup experience is nice to have
Experience using electronic health records (EHR), Claude, Notion, and Slack
Ability to work three days per week in the SoHo, New York City office

Benefits

Comp & perks

Equity
Full benefits
Competitive compensation
Clear growth path
Leadership support
Direct impact on kids' mental health access
Small, experienced team
Greenfield opportunity to build something from the ground up