Customer Experience Associate

About Eko Health Eko builds AI and digital tools to enable every healthcare provider to more accurately detect heart and lung disease – the leading causes of death globally. Our FDA‑cleared products are used by hundreds of thousands of clinicians on millions of patients around the world, helping them diagnose with more confidence and manage treatment effectively. About the Role As a Customer Experience Associate, you will be the connective tissue between our frontline agents, internal stakeholders, and customers. You will own the systems, resources, and voice that ensure our support experience is consistent, effective, and human. Responsibilities 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 2‑4 years of experience in customer support or CX enablement roles Proficiency with tools such as Zendesk, Confluence, and other help center platforms Organized and proactive, with strong attention to detail and a service mindset Benefits and Perks We Offer 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 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 welcomes people of different backgrounds, experiences, abilities, and perspectives. We are committed to building a diverse and inclusive team. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr Eko Health