Customer Experience Associate

About the Role: At Eko, we believe great customer experience requires more than just fast replies — it requires clear, compassionate communication, smart self‑service, and confident agents who know what to say and when. As our Customer Experience Associate, you’ll be the connective tissue between our frontline agents, internal stakeholders, and customers. You’ll own the systems, resources, and voice that ensure our support experience is consistent, effective, and human. You’ll play a critical role in helping our CX team scale with clarity — creating and maintaining the knowledge, macros, training, and communications that power our service quality. You’ll also work cross‑functionally to ensure customers receive timely, helpful updates whenever we launch new products, fix bugs, or make important changes. The Impact You Will Make: Support Communications & Enablement Own and update support macros, help center content, and internal documentation Partner with Product and Engineering to communicate new features, issues, and fixes to the team and customers Training & QA Support Help design and maintain onboarding content and ongoing training materials Support QA processes by flagging messaging or experience gaps across cases Cross‑Functional Collaboration Act as CX’s point of contact for Product, Marketing, Legal, and Ops when updates require customer communication Draft and route proactive messaging (e.g., product issues, known bugs, returns guidance) Track and elevate common customer feedback themes to support continuous improvement Service Recovery & Voice of Customer Lead response efforts on negative CSAT tickets by coordinating with agents and improving macros or workflows Maintain clear tagging and reporting systems to track pain points and content gaps The Value You Will Bring: A clear, concise, and empathetic communicator with a knack for simplifying complex topics Experienced in customer support or CX enablement roles (2–4 years preferred) Skilled with tools like Zendesk, Confluence , and other help center platforms Organized and proactive, with strong attention to detail and a service mindset Benefits The opportunity to work on products that impact the health of millions of people. Generous paid‑time off Stock incentive plans Medical/Dental/Vision, Disability + Life Insurance One Medical membership Parental Leave 401k Matching Learning and Development stipend Work Experience & Location Requirements This role is based out of our office in Emeryville, CA This is a Hybrid role (In‑Office days are Tuesday, Wednesday and Thursday) Prolonged periods of sitting and working at a computer Must be able to perform job duties with or without reasonable accommodation Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We are committed to building a diverse and inclusive team.

22 - 25 USD

Compensation for this role is determined using a tiered, market‑based compensation structure that reflects the cost of labor across different U.S. geographic locations. Salary ranges are established based on geographic labor market data and may vary depending on the employee’s work location, as well as job‑related knowledge, skills, qualifications, and experience. #J-18808-Ljbffr MedTech Innovator