What are the responsibilities and job description for the Customer Experience Associate position at Eko Health?
At Eko, we're dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients' hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.
With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We've built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.
At Eko Health, our Customer Experience (CX) team is building a reputation for five-star experiences. As a Customer Experience Associate, you'll handle core support interactions and also step into high-impact moments: managing escalations, supporting high-value customers, and creating warm handoffs to our enterprise sales team. You'll represent Eko across channels, from private cases to public reviews and social posts, always with professionalism and empathy.
This is a hybrid role with required onsite presence on Tue/Wed/Thu.
As Customer Experience Associate At Eko, You Will
Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.
With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We've built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.
At Eko Health, our Customer Experience (CX) team is building a reputation for five-star experiences. As a Customer Experience Associate, you'll handle core support interactions and also step into high-impact moments: managing escalations, supporting high-value customers, and creating warm handoffs to our enterprise sales team. You'll represent Eko across channels, from private cases to public reviews and social posts, always with professionalism and empathy.
This is a hybrid role with required onsite presence on Tue/Wed/Thu.
As Customer Experience Associate At Eko, You Will
- Provide omni-channel support with accuracy, warmth, and efficiency.
- Deliver a concierge-style experience, ensuring no cold handoffs or dropped threads.
- Own complex cases and escalations through to full resolution.
- Support high-value clinicians and accounts, with white-glove care and warm transitions to Sales when needed.
- Lead service recovery when expectations fall short, turning detractors into promoters.
- Respond thoughtfully to public reviews and social posts, strengthening Eko's reputation.
- Proactively identify and share customer insights with CX leadership.
- Partner with Fulfillment, Product, Sales, and Marketing to resolve issues.
- Contribute to team knowledge by refining playbooks, macros, and escalation processes.
- 2 years of customer support experience, ideally in ecommerce or healthcare tech.
- Strong written and verbal communication skills for both direct and public interactions.
- Proven ability to provide white-glove support and handle sensitive escalations.
- Familiarity with CRM/ticketing systems (Zendesk preferred).
- A proactive, problem-solving mindset with excellent judgment under pressure.
- Collaborative by nature. A team player who makes the group stronger.
- Experience in healthcare or DTC.
- Exposure to public reputation management (reviews, social media).
- Knowledge of HIPAA-compliant support practices.
- Previous role in a startup or high-growth environment.
- Eko was recognized by "Great Place to Work" in 2020 and 2021
- Paid-time off
- Medical/Dental/Vision, Disability Life Insurance
- One Medical membership
- Parental Leave
- 401k Matching
- Work from home equipment stipend
- Flexible schedules
- Wellness programs (Wellness Wednesdays, Time off)
- Wellness perks (Headspace, Ginger, Aaptiv, Physera)
- Learning and Development stipend
Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.