Multichannel Care Advocate: AI-Driven Support

Visa Hunt; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Customer Care Advocate to serve as the primary liaison for customers across voice, chat, SMS, email, and emerging digital channels.

This role uses AI-enabled tools, data insights, and sound judgment to resolve customer issues, manage complex situations, and deliver outstanding customer experiences. As Customer Care continues its digital transformation, this role evolves beyond transaction processing to focus on customer resolution, exception management,

Qualifications

• Ability to provide multichannel support (voice, chat, SMS, email, digital)
• Experience using AI-enabled tools to enhance customer outcomes
• Strong written and verbal communication with customer focus
• Comfort in fast-paced, evolving tech environments
• Ability to manage multiple platforms and ensure data accuracy

Responsibilities

• Serve as the primary contact for inquiries across voice, chat, SMS, email, and other digital channels.
• Resolve issues with empathy and sound judgment, aiming for first-contact resolution when possible.
• Navigate complex situations while balancing customer experience and compliance.
• Take ownership from initial contact to resolution with timely follow-up.
• Escalate when needed and partner with internal teams for positive outcomes.

Skills

Multichannel support

AI-enabled tools

Empathy

Issue resolution

Cross-functional collaboration

Education

High school diploma or equivalent

Associate's or Bachelor's degree

Tools

CRM systems

Case management

Customer support platforms

Job description

iRhythm Technologies, Inc. is seeking a Customer Care Advocate to serve as the primary liaison for customers across voice, chat, SMS, email, and emerging digital channels.

This role uses AI-enabled tools, data insights, and sound judgment to resolve customer issues, manage complex situations, and deliver outstanding customer experiences. As Customer Care continues its digital transformation, this role evolves beyond transaction processing to focus on customer resolution, exception management,