United States onlyThe Customer Experience Associate role is a mix of customer support, operations, and user experience functions, vital to the success of Audicus. The role owns the post-sale journey of customers, focusing on developing relationships, providing support, and problem-solving. You will work side-by-side with sales, operations, and marketing teams to provide a best-in-class hearing health experience.
Requirements
- Own the customer relationship: Manage a portfolio of new and existing customers, delivering a proactive, personalized experience throughout their hearing journey.
- 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.
Benefits
- Paid Time Off
