Customer Experience Associate

Eko; Berkeley (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Eko, based in Berkeley, is seeking a Customer Experience Associate to lead customer support and enhance user experiences. You will manage communications via phone, email, and social media while ensuring high customer satisfaction ratings.

This role requires a passion for customer advocacy and strong communication skills. Ideal candidates have experience in customer support and are eager to contribute to healthcare innovation. A familiarity with CRM tools like Zendesk is beneficial.

Qualifications

• Minimum 1-year experience in customer support, phone experience is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Lead customer support channels via phone, email, and social media.
• Maintain customer satisfaction metrics and report to stakeholders.
• Work with the Director of Customer Experience to enhance team productivity.
• Track customer feedback trends and report data.
• Become an expert on Eko products.
• Lead projects and conduct user research.

Skills

Customer support experience

Strong communication skills

Product sense for user experience

Data-driven approach

Empathy and customer advocacy

Tools

CRM tools (e.g., Zendesk)

Job description

Eko is a venture-backed digital health company harnessing the power of smartphones and cloud data for screening and monitoring individuals with cardiovascular diseases. We have built a platform of non-invasive cardiovascular monitoring devices, clinical software, and point-of-care decision support software to improve the delivery of cardiovascular care.

In 2015, we launched the Eko Core Digital Stethoscope, the first FDA-cleared digital stethoscope on the market to wirelessly stream heart and lung sounds to HIPAA-compliant software. It is now used by clinicians at over 1000 hospitals & health systems around the globe and was recognized as a “Best Invention of the Year” by TIME Magazine. Eko's latest FDA-cleared device, DUO, is the first combined digital stethoscope and ECG cardiac monitor with cardiac AI for in-clinic and at-home monitoring, offering 28 million heart disease patients the ability to seamlessly send cardiac data to their physicians.

Eko Devices was established in 2013 and has offices in Berkeley and San Francisco.

Job Description

What we are looking for:

• You are passionate about supporting customers, processing their feedback and advocating for user‑centered research
• You are well organized and take initiative
• You use your product sense to identify and advocate for a great user experience
• You have great communication skills and are able to initiate and manage cross‑departmental conversations and projects
• You are process and data‑driven and understand the value of user‑centered design
• You are naturally empathetic and always advocating for the customer
• You are comfortable on the phone and enjoy talking to customers
• You are a creative problem solver and operate with curiosity
• You are able to manage multiple tasks and projects at once
• You like to push yourself and want to grow in your role on the CX team - the sky's the limit!
• You are flexible and able to navigate change - being a team player is the name of the game

What you will do at Eko:

• Lead the customer support channels, interacting with our customers via phones, emails, and social media
• Maintain a high customer satisfaction rating and low ticket response times, reporting these metrics out to stakeholders regularly
• Work closely with the Director of Customer Experience to help further develop processes that enhance the productivity of the CX team
• Track trends and customer feedback and report data to stakeholders
• Become an expert on Eko products and customer use cases
• Lead projects and conduct user research, advocating for data‑driven decisions
• Engage cross‑departmentally, particularly with Product and Quality teams, streamlining solutions to customer-facing issues

Qualifications

Requirements:

• Minimum 1‑year experience in customer support, phone experience is a plus
• Strong written and verbal communication skills

“Icing on the Cake” Skills:

• A passion for improving healthcare delivery and health tech innovation
• Familiarity with User Research
• Familiarity with or experience in the medical device or healthcare industry
• Experience with managing a CRM tool such as Zendesk

Additional Information

All your information will be kept confidential according to EEO guidelines.