Hybrid Customer Experience Associate – NYC

Marble Health; New York (NY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Marble Health is seeking a Customer Experience (CX) professional to support families, providers, and partners using our platform. You will resolve questions across SMS, email, and phone with speed and care, using tools like our EHR, Notion, and Slack.

You’ll own cases end to end, identify friction, and work with Product & Engineering to improve processes. This hybrid NYC role offers meaningful impact and growth opportunities in a fast-growing startup.

Qualifications

• 1.5+ years of customer experience or customer service work.
• Must be calm, empathetic, and able to respond with sound judgment in stressful situations.
• Reliable, detail-oriented, and capable of following established processes.
• Strong work ethic with willingness to handle high volumes.
• Patience and integrity in handling sensitive cases and complex families' needs.
• Team-player who supports colleagues and communicates clearly in writing and verbally.
• Adaptable to changing priorities, tools, and processes.

Responsibilities

• Serve as a trusted contact for students, guardians, providers, and partners across SMS, email, and phone.
• Own support cases end to end, including scheduling, rematches, and high-acuity transitions.
• Identify friction patterns and propose concrete improvements to Product & Engineering.
• Build and refine CX processes, SOPs, inbox structure, and documentation.
• Collaborate with AI tools and AI agents to draft, translate, and summarize responses.
• Work with the broader Operations team to ensure a seamless care journey.

Skills

Customer service

Empathy

Detail oriented

Work ethic

Patience

Team player

Clear communicator

Adaptable

Job description

Marble Health is seeking a Customer Experience (CX) professional to support families, providers, and partners using our platform. You will resolve questions across SMS, email, and phone with speed and care, using tools like our EHR, Notion, and Slack.

You’ll own cases end to end, identify friction, and work with Product & Engineering to improve processes. This hybrid NYC role offers meaningful impact and growth opportunities in a fast-growing startup.