Customer Experience Associate

Who We Are Audicus is a health-tech company based in New York City. We are changing the hearing aid industry with a leading telehealth solution that streamlines the hearing care experience from user testing to product delivery - both for consumers and providers. We are highly mission-driven and have reconnected, transformed and empowered tens of thousands of lives to date THE ROLEThe Customer Experience Associate role is a mix of customer support, operations and user experience functions, all of which are vital to the success of Audicus. This opportunity is perfect for an energetic, self-starter who wants to join a fast-growing startup and become an instrumental part of the company. This role owns the post-sale journey of our customers and focuses on developing relationships, providing support and problem solving issues. You will work side-by-side with our sales, operations and marketing teams to ensure we are providing each customer with a best in class hearing health experience. We'll show you the ropes, but will ultimately need someone who genuinely enjoys interacting with people and who can help build our brand through exceptional customer experience. We are looking for a rock star who can take ownership of his or her responsibilities and become a key element of our team. RESPONSIBILITIES

• Own the customer relationship: Manage a portfolio of new and existing customers, delivering a proactive, personalized experience throughout their hearing journey, with a strong emphasis on phone-based support.
• Deliver multi-channel support: Resolve customer questions and concerns via phone, email, and text with empathy, clarity, and strong problem-solving skills.
• Troubleshoot & guide: Help customers identify and fix issues with their hearing aids by walking them through clear, step-by-step solutions and bringing in additional support when needed.
• Drive retention through resolution: Address concerns early, follow through on open issues, and apply sound judgment to prevent avoidable returns while maintaining a high-quality customer experience.
• Build product & hearing health expertise: Develop deep knowledge of Audicus products and hearing health concepts to confidently guide customers and set accurate expectations.
• Advocate for the customer internally: Capture insights, flag trends, and collaborate with Audiology, Operations, and Product teams to improve tools, processes, and the overall customer experience.

WHAT WE ARE LOOKING FOR

• Confident and personable on the phone, including the ability to handle longer, emotionally nuanced conversations
• Empathetic and patient, with the ability to calmly de-escalate frustrated or confused customers
• Strong problem-solver who’s comfortable navigating gray areas and finding the best path forward when there isn’t always a perfect solution
• Adaptable and resilient - you thrive in a growing company where processes evolve and priorities can shift
• Comfortable learning new tools, products, and workflows as the business scales
• Thoughtful decision-maker who can balance customer needs with business constraints
• Dependable and punctual - you show up for customers and teammates and take ownership of follow-ups through resolution

Candidates who are most successful in this role are proactive self-starters who enjoy speaking to customers on the phone as well as through email communication. They get creative and innovative to solve problems, understand the value of working cross-functionally to achieve company goals, and consistently demonstrate a strong ability to communicate both thoughtfully and efficiently in their work. COMPENSATIONHourly Range: $24 - $26/hour BENEFITS Medical/Dental/Vision through Aetna; 401K, telehealth, Paid Parental Leave, Flexible PTO, Paid sick leave FLSA Status:Non-Exempt – This position is eligible for overtime pay in accordance with federal and applicable state wage and hour laws. (Notice: Audicus participates in E-Verify to determine work authorization once an applicant has accepted their offer) Apply To This Job