Customer Experience Associate, Bilingual

Marble Health; New York (NY); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Equity

Full benefits

Competitive compensation

Job summary

Marble in New York City is building an early-stage CX function to directly impact how students and families access mental health care. You will own end-to-end support, collaborating with product, engineering, and operations to resolve issues quickly and learn from each case.

This is a hybrid role with three days per week in Marble's SoHo office, offering equity, base salary, and full benefits as part of a mission-driven team improving access to care for kids.

Qualifications

• 2+ years in an operations or customer experience role at a high-growth startup.

Responsibilities

• Serve as a trusted point of contact for students, parents, therapists, school counselors, and insurance partners—resolve questions with speed and care.
• Own support cases end-to-end across teams and channels to close the loop.
• Identify patterns causing friction and propose concrete product/engineering improvements.
• Build and improve CX processes, docs, and workflows for long-term effectiveness.
• Collaborate with the broader Operations team to ensure a seamless care journey.
• Speak up when something is broken and help Marble serve its community.

Skills

Bilingual Spanish/English

Job description

About Marble

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow.

About Marble

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow.

Last year, 1 in 10 teens attempted suicide. At the heart of this crisis is a severe lack of access to quality, affordable care. When kids can't get help, problems compound and preventable tragedies follow. Marble partners directly with school counselors to get students into care quickly by connecting them to licensed therapists through the insurance coverage they already have, with no waitlists.

We're an early-stage, fast-moving team. The people who join now will shape how we build and what we build.

About The Role

At Marble, Customer Experience is the heartbeat of the company. Our CX team sits at the intersection of product, engineering, and every person we serve — students, parents, therapists, school counselors, and insurance partners. In a space this complex and this important, CX is where some of the most critical decisions get made.

As one of the first members of Marble's CX team, you'll have real ownership over how we show up for the kids and families we serve. You'll work closely with operators who've scaled high-growth startups, move fast on problems that actually matter, and see the direct impact of your work in the lives of students navigating mental health challenges. This is a seat at the table for someone who wants to build something.

This role is hybrid, with three days per week in our SoHo, New York City office.

What You'll Do

• Serve as a trusted point of contact for students, parents, therapists, school counselors, and insurance partners — resolving questions and issues with speed and care
• Own support cases end-to-end, working across teams and channels to find solutions and close the loop
• Identify patterns in what's breaking or creating friction and bring concrete recommendations to product and engineering
• Build and improve the processes, documentation, and workflows that make the CX function more effective over time
• Collaborate closely with the broader Operations team to ensure a seamless experience at every stage of the care journey
• Speak up when something is broken and bring solutions — you help shape how Marble serves its community

Who You Are

• Fluent in both Spanish and English
• 2+ years of experience at a high-growth startup in an operations or customer experience role
• Demonstrated history of rapid growth and taking on increasing responsibility
• Rolls up your sleeves and does what needs to be done — comfortable picking up the phone, handling high volumes, and doing the unglamorous work that matters
• Relationship-obsessed — you care deeply about the people you're serving and the team you're building with
• Thrives in ambiguity — energized by imposing structure in dynamic environments and making sound decisions with imperfect information
• Growth mindset — you see challenges as opportunities to adapt and improve
• Takes ownership: speaks up when something is broken and brings solutions to the table
• Mission-driven and energized by improving access to mental health care for kids

Why Marble

• Direct impact on kids' mental health access — this work is meaningful
• Greenfield opportunity to build something from the ground up, with leadership support and a clear growth path
• Small, experienced team that moves fast and takes the work seriously
• Competitive compensation, benefits, and equity

Compensation

Marble offers competitive compensation for this role. Compensation includes a base salary, equity, and full benefits.

Base salary range

$65,000 – $80,000