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 RoleCustomer 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 DoServe 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 escalate, 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
Must-haves
Bilingual — you are fluent in both Spanish and English
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
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
Marble offers competitive compensation for this role. Compensation includes a base salary, equity, and full benefits.
Skills Required
- Fluent in Spanish and English
- 2+ years of experience at a high-growth startup in an operations or customer experience role
- Demonstrated history of rapid growth and taking on increasing responsibility
- Comfortable handling phone-based support and high volumes of work
- Able to thrive in ambiguity and impose structure in dynamic environments
- Growth mindset and willingness to adapt and improve
- Strong ownership and solution-oriented communication
- Mission-driven interest in improving access to children's mental health care
- Ability to work three days per week in the SoHo, New York City office
Marble Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marble Health and has not been reviewed or approved by Marble Health.
-
Healthcare Strength — Medical, dental, and vision insurance are listed alongside mental-health benefits. The breadth of core health coverage appears strong for a small, early-stage employer.
-
Leave & Time Off Breadth — Unlimited PTO, paid holidays, and periodic company-wide vacation breaks are reported. This structure signals flexible time off and institutionalized rest.
-
Equity Value & Accessibility — Equity is described as a standard part of compensation in current job materials, reflecting an ownership mindset. Grants appear broadly available rather than confined to senior roles.
Marble Health Insights
What We Do
Marble Health is building the operating system for youth mental health. A platform that connects schools, therapists, health plans, and families - who all have incentives to provide truly effective care to kids struggling with their mental health. Our mission is simple but ambitious: make it dramatically easier for young people to get the mental health care they need, and provide the products that make that care truly effective - ultimately enabling a happier & healthier generation of young people. We’re reimagining how care can work when all the people who want to help are truly connected. Families, who are being devastated by this crisis; Schools, whose budgets are being affecting; Therapists, who want to help but struggle with the complexities of our healthcare system; and Insurance payers, who are paying the price when kids don't receive care. They all have incentives to fix this problem, but historically have been completely siloed. We're changing that. And we're not stopping there. We're also defining the new era of behavioral healthcare with AI at the center. We’re creating what we think of as a “therapist Ironman suite” — a set of AI-powered tools, support systems, coaching, and resources that make clinicians better at their work. We’re building AI capabilities to elevate care quality at scale, from assisting with documentation to providing real-time guidance during sessions. We’re exploring how AI can act as a therapy copilot for students themselves, giving them resources and support between sessions. By pairing a connected care network with cutting-edge AI, we’re aiming to set a new standard for how mental health care is delivered.
Why Work With Us
Our founders built unicorn behavioral health startup Headway, and our team shares a relentless drive, operational excellence, and a team-first mindset. We work closely with therapists, students, families, and schools — and are uniquely positioned to lead AI innovation in youth mental health care at scale.
Gallery
