Customer Experience Associate

The role

You will serve as a point of contact for students, guardians, providers, and school partners using SMS, email, and phone. You will manage support cases, identify friction patterns for Product and Engineering, and work with AI agents to improve the care experience.

What you will do

• Serve as a point of contact for students, guardians, providers, and school partners via SMS, email, and phone/voicemail
• Use internal tools including EHR, Claude, Notion, and Slack to resolve issues
• Own support cases end to end, including rescheduling and rematching families
• Handle sensitive situations involving custody conflicts and transitions to higher-acuity care
• Identify patterns in friction and provide recommendations to Product and Engineering
• Build and improve processes, documentation, and workflows
• Work with AI agents by handling escalated cases and checking responses for accuracy
• Collaborate with the Operations team to ensure a seamless care journey

Required qualifications

• 1.5+ years of experience working in customer experience/customer service roles
• Calm, emotionally intelligent and compassionate
• Reliable and detail-oriented
• Strong work ethic
• Acts with patience and integrity
• Team-first
• Clear communicator
• Adaptable

Nice to have

• Healthcare customer service experience
• Systems-oriented
• Startup experience

Benefits

• Competitive compensation
• Equity
• Full benefits

About the company

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform. They partner with school counselors to connect students to licensed therapists through existing insurance coverage.