Customer Experience Associate

About the Role

The Customer Experience Associate provides direct member support through email and chat, resolving questions about orders, billing, accounts, and general service issues. This entry-level position focuses on delivering accurate, timely, and empathetic customer assistance while managing support tickets, meeting response and resolution targets, and maintaining high customer satisfaction. The role also contributes to improving support workflows, documentation, and the overall member experience. This position supports members navigating personalized healthcare services, including physician-prescribed treatments, GLP-1s, peptides, and longevity therapies. Working closely with a Customer Experience Lead and Support Lead, the associate uses established FAQs, response macros, help documentation, and AI-assisted tools to address inquiries, recognize sensitive issues, and route medical or safety-related questions to qualified clinical professionals. Training, coaching, and opportunities for expanded responsibilities are provided.

Key Responsibilities

• Respond to member inquiries through email and chat, providing clear, friendly, accurate, and timely assistance.
• Resolve customer service questions involving order status, billing, account information, and general membership concerns.
• Manage multiple customer conversations and support tickets simultaneously while maintaining accuracy and attention to detail.
• Use established support playbooks, response macros, FAQs, and help center documentation to deliver consistent service.
• Identify recurring questions, documentation gaps, and confusing support instructions, recommending improvements to the Support Lead.
• Meet individual performance targets for response times, ticket resolution, and customer satisfaction (CSAT).
• Review customer feedback and support performance data to improve service quality and resolution effectiveness.
• Distinguish general customer support requests from medical questions and follow established escalation protocols when clinical guidance is needed.
• Route medical inquiries to the appropriate physician partner rather than providing medical advice or making unsupported judgments.
• Recognize urgent, time-sensitive, or safety-related concerns and escalate them immediately according to training and established procedures.
• Document and communicate member feedback, recurring service problems, potential bugs, and confusing customer experiences to support operational and product improvements.
• Use AI tools and modern customer support platforms to assist with response drafting, information retrieval, and daily support workflows.
• Adapt to evolving processes, incorporate coaching and feedback, and take on additional responsibilities as support operations expand.
• Potentially contribute to ownership of specific support channels, improvements to support documentation, and training of future team members as the team grows.

Requirements & Tech Stack

• Strong written communication skills, including the ability to explain information clearly, concisely, and empathetically through email and chat.
• Customer-focused problem-solving skills and a commitment to resolving member concerns thoroughly rather than simply closing support tickets.
• Ability to manage several customer conversations at once, remain organized during busy periods, and maintain accuracy under pressure.
• Strong attention to detail, including reviewing information and responses before communicating with members.
• Comfort using AI-powered tools for everyday tasks such as drafting customer responses, searching help documentation, and navigating support platforms.
• Sound judgment when identifying issues that require escalation, particularly medical questions and potentially urgent or safety-sensitive situations.
• Ability to follow established customer support procedures, escalation protocols, FAQs, and documentation.
• Willingness to receive constructive feedback, learn new workflows quickly, and continuously improve customer support performance.
• Interest in healthcare accessibility, peptides, longevity, and personalized health services; prior subject-matter expertise is not required.
• Motivation to develop professionally and take on increasing responsibility as the customer experience function expands.

Preferred Qualifications

• Previous experience in customer service, retail, hospitality, or another customer-facing position.
• Familiarity with customer support platforms such as Intercom, Zendesk, or similar tools.
• Interest in health, wellness, healthcare services, or startup environments.