Customer Experience Associate

Eko Health, Inc.; Emeryville (CA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Generous paid-time off

Stock incentive plans

Medical/Dental/Vision

Disability + Life Insurance

One Medical membership

Parental Leave

401k Matching

Learning and Development stipend

Job summary

Eko Health, Inc. in Emeryville, CA is seeking a Customer Experience Associate to strengthen our CX capabilities. You will own and update macros, help center content, and collaborate with Product and Engineering to communicate new features and fixes to customers.

You will design onboarding and training content, support QA processes, and act as CX’s point of contact across Product, Marketing, Legal, and Ops to ensure timely, clear customer updates during product changes.

Qualifications

• Experience in customer support or CX enablement roles (2–4 years preferred).
• Strong written and verbal communication skills with a customer-centric mindset.
• Ability to work cross-functionally with Product, Engineering, Marketing and Legal.

Responsibilities

• Own and update support macros, help center content, and internal documentation
• Partner with Product and Engineering to communicate new features, issues, and fixes to the team and customers
• Help design and maintain onboarding content and ongoing training materials
• Support QA processes by flagging messaging or experience gaps across cases
• Act as CX’s point of contact for Product, Marketing, Legal, and Ops when updates require customer communication
• Draft and route proactive messaging (e.g., product issues, known bugs, returns guidance)
• Track and elevate common customer feedback themes to support continuous improvement
• Lead response efforts on negative CSAT tickets by coordinating with agents and improving macros or workflows
• Maintain clear tagging and reporting systems to track pain points and content gaps

Skills

Customer support

Communication

Cross-functional collaboration

Tools

Zendesk

Confluence

Help center platforms

Job description

About Eko Health

Eko builds AI and digital tools to enable every healthcare provider to more accurately detect heart and lung disease – the leading causes of death globally. Our FDA cleared, industry leading products are used by hundreds of thousands of clinicians on millions of patients around the world. With Eko, clinicians can detect cardiac and pulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.

We have strong venture capital backing from investors like Artis Ventures, Questa Capital, Highland Capital, and Mayo Clinic Ventures.

Recognized by TIME magazine in 2025 as one of the world’s top healthcare technology companies, Eko is one of the fastest growing digital health companies with products used around the world at some of the most prestigious health systems.

We have more than 8 FDA clearances including novel AI algorithms, and we invest heavily in quality clinical research and R&D to build and validate exceptional products for patients we care deeply about.

We’ve built a mission driven, high performing, talented, and diverse team of engineers, physicians, PhD’s, creatives, and technologists. We are committed to investing in each other and our mission to ensure all patients have access to high quality care.

We are headquartered in Emeryville, California and privately-held with world class investors and partners.

About the Role:

At Eko, we believe great customer experience requires more than just fast replies — it requires clear, compassionate communication, smart self-service, and confident agents who know what to say and when. As our Customer Experience Associate, you'll be the connective tissue between our frontline agents, internal stakeholders, and customers. You'll own the systems, resources, and voice that ensure our support experience is consistent, effective, and human.

You’ll play a critical role in helping our CX team scale with clarity — creating and maintaining the knowledge, macros, training, and communications that power our service quality. You’ll also work cross-functionally to ensure customers receive timely, helpful updates whenever we launch new products, fix bugs, or make important changes.

The Impact You Will Make:

• Support Communications & Enablement
  • Own and update support macros, help center content, and internal documentation
  • Partner with Product and Engineering to communicate new features, issues, and fixes to the team and customers
• Training & QA Support
  • Help design and maintain onboarding content and ongoing training materials
  • Support QA processes by flagging messaging or experience gaps across cases
• Cross-Functional Collaboration
  • Act as CX’s point of contact for Product, Marketing, Legal, and Ops when updates require customer communication
  • Draft and route proactive messaging (e.g., product issues, known bugs, returns guidance)
  • Track and elevate common customer feedback themes to support continuous improvement
• Service Recovery & Voice of Customer
  • Lead response efforts on negative CSAT tickets by coordinating with agents and improving macros or workflows
  • Maintain clear tagging and reporting systems to track pain points and content gaps

The Value You Will Bring:

• A clear, concise, and empathetic communicator with a knack for simplifying complex topics
• Experienced in customer support or CX enablement roles (2–4 years preferred)
• Skilled with tools like Zendesk, Confluence, and other help center platforms
• Organized and proactive, with strong attention to detail and a service mindset

Why join Eko Health?

Eko was named one of the World’s Top HealthTech Companies of 2025 by TIME and Statista. This honor reflects the mission to transform cardiac and pulmonary care through AI-powered stethoscopes and digital health solutions.

Benefits and Perks We Offer:

• The opportunity to work on products that impact the health of millions of people
• Generous paid-time off
• Stock incentive plans
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Learning and Development stipend

Work Experience & Location Requirements

• This role is based out of our office in Emeryville, CA
• This is a Hybrid role (In-Office days are Tuesday, Wednesday and Thursday)
• Prolonged periods of sitting and working at a computer
• Must be able to perform job duties with or without reasonable accommodation

Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We are committed to building a diverse and inclusive team.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.