Customer Experience Specialist - Hybrid, NY

Audicus; New York (NY); Hybrid; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical

Dental

Vision Insurance (Aetna)

401K

Flexible PTO policy

Commuter Benefits

Wellness Perks

Parental Leave Policy

Job summary

Audicus is seeking a Customer Experience Associate to own the post-sale journey and deliver best-in-class hearing health experiences. You will collaborate with Sales, Operations and Marketing to resolve issues, guide customers, and improve processes through proactive outreach.

Ideal candidates are energetic self-starters who enjoy speaking with customers by phone and email, solving problems, and building product knowledge to support hearing health outcomes.

Qualifications

• Confident and personable on the phone handling long, nuanced conversations.
• Empathetic and patient, able to de-escalate frustrated customers.
• Strong problem-solver comfortable with gray areas and flexible paths forward.
• Adaptable and resilient in a growing startup with evolving processes.
• Quick to learn new tools, products, and workflows as the business scales.]
• Thoughtful decision-maker balancing customer needs with business constraints.

Responsibilities

• Own the customer relationship for a portfolio of customers with proactive, personalized experience.
• Deliver multi-channel support via phone, email, and text with empathy and clarity.
• Troubleshoot and guide customers through hearing aid issues with step-by-step instructions.
• Drive retention by addressing concerns early and following through to resolution.
• Build product and hearing health expertise to set accurate expectations for customers.
• Advocate for customers internally by sharing insights with relevant teams.

Skills

Phone support

Multi-channel support

Troubleshooting

Customer relationship

Empathy

Problem solving

Cross-functional collaboration

Ownership

Tools

Hearing health knowledge

Job description

Audicus is seeking a Customer Experience Associate to own the post-sale journey and deliver best-in-class hearing health experiences. You will collaborate with Sales, Operations and Marketing to resolve issues, guide customers, and improve processes through proactive outreach.

Ideal candidates are energetic self-starters who enjoy speaking with customers by phone and email, solving problems, and building product knowledge to support hearing health outcomes.