Customer Experience Associate

This is an evergreen role. We hire for this position on a rolling basis to keep pace with the students and families we serve, so the posting stays open and applications are reviewed as they come in. About Marble Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow. Last year, 1 in 10 teens attempted suicide. At the heart of this crisis is a severe lack of access to quality, affordable care. When kids can't get help, problems compound and preventable tragedies follow. Marble partners directly with school counselors to get students into care quickly by connecting them to licensed therapists through the insurance coverage they already have, with no waitlists. We're an early-stage, fast-moving team. The people who join now will shape how we build and what we build. About the Role Customer Experience (CX) works directly with the families, providers, and partners who use Marble every day. The team helps people navigate care with fewer delays and less confusion, while ensuring we deliver the consistent, high-quality experience we promise. Because CX sees firsthand what works well and where friction remains, the team plays an important role in identifying patterns and driving improvements across Operations and Product & Engineering. This role combines hands-on support with systems thinking: solving immediate problems while making the experience better for everyone who comes next. As one of the first members of Marble's CX team, you'll have real ownership over how we show up for the families and providers we serve. You'll work closely with operators who've scaled high-growth startups and move fast on problems that actually matter. This is a role for someone who wants to see the direct impact of their work on families navigating mental health challenges while gaining firsthand exposure to how a fast-growing, AI-enabled startup scale. This role is hybrid, with three days per week in our SoHo, New York City office. What You'll Do Serve as a trusted point of contact for students, guardians, providers, and school partners across communication channels such as SMS, email, and phone/voicemail. Use our internal tools—including our electronic health record (EHR), Claude, Notion, and Slack—to resolve questions and issues with speed and care Own support cases end to end, from routine requests such as rescheduling appointments and rematching families with therapists to sensitive situations involving custody conflicts and transitions to higher-acuity care. Work cross-functionally to find solutions and close the loop Identify patterns in what's breaking or creating friction and bring concrete recommendations to Product & Engineering Build and improve the processes, documentation, and workflows that make the CX function more effective over time. Examples include inbox structure, macros, SOPs, and shared learnings. Work side-by-side with our AI agents. You'll handle the cases they escalated, check their responses for accuracy and tone, and use AI tools for drafting, translation, and summaries so families get faster, clearer answers Collaborate closely with the broader Operations team to ensure a seamless experience at every stage of the care journey Who You Are Must-haves Customer service experience — you have 1.5+ years of experience working in customer experience/customer service roles Calm, emotionally intelligent and compassionate — you remain steady under pressure, listen carefully, recognize what patients, families, and providers may be experiencing, and respond with empathy and sound judgment, especially in sensitive or stressful situations Reliable and detail-oriented — you follow established processes, document information accurately, and consistently close the loop, even when managing a high volume of requests Strong work ethic — you roll up your sleeves and do what needs to be done — comfortable picking up the phone, handling high volumes of requests, and doing the unglamorous work that matters Acts with patience and integrity — you don't avoid or rush difficult cases; you take the time to understand what is needed, involve the right partners, and follow through on the right solution even when it is difficult or inconvenient Team-first — you notice when a colleague is overloaded and step in to help when you have capacity Clear communicator — you communicate complex cases with clarity and empathy to families and share updates, decisions, and risks effectively with managers and colleagues, both verbally and in writing Adaptable — you adjust quickly as priorities, tools, and processes evolve and continue making sound decisions when information is incomplete Nice to have Healthcare customer service experience — you have supported patients, families, or providers in a healthcare or mental health setting Systems-oriented — you notice recurring friction and look for practical, root-cause solutions rather than relying only on one-off fixes Startup experience — you have worked in an early-stage or fast-growing startup where priorities and processes evolve quickly Why Marble Direct impact on kids' mental health access — this work is meaningful Greenfield opportunity to build something from the ground up, with leadership support and a clear growth path Small, experienced team that moves fast and takes the work seriously Competitive compensation, benefits, and equity Compensation Marble offers competitive compensation for this role. Compensation includes a base salary, equity, and full benefits. - - - Equal Opportunity Employer Marble Health is an equal opportunity employer committed to building an inclusive workplace. We do not discriminate against any applicant or employee on the basis of race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, national origin, protected veteran status, disability, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local law. Reasonable Accommodations Marble Health is committed to providing reasonable accommodations to qualified individuals with disabilities and to applicants with sincerely held religious beliefs, in accordance with the Americans with Disabilities Act (ADA), Title VII of the Civil Rights Act, and other applicable federal, state, and local laws. Reasonable accommodations may be provided during the application, interview, and onboarding process, unless doing so would cause undue hardship. If you need to request an accommodation, or need assistance completing the application process, please contact Anthony Fowler by email at View email address on click.appcast.io. Fair Chance Hiring Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local fair chance and ban-the-box laws, including the New York City Fair Chance Act. Marble Health will conduct individualized assessments of criminal history only after a conditional offer of employment has been extended, and only to the extent permitted or required by applicable law. #J-18808-Ljbffr Marble Health