The Role
Own the post-sale customer journey through personalized phone, email, and text support. Troubleshoot hearing-aid issues, resolve concerns, reduce avoidable returns, and maintain strong customer relationships. Build expertise in Audicus products and hearing health, document customer insights, identify trends, and collaborate with Audiology, Operations, and Product teams to improve customer tools, processes, and experiences.
Summary Generated by Built In
THE ROLE
The Customer Experience Associate role is a mix of customer support, operations and user experience functions, all of which are vital to the success of Audicus. This opportunity is perfect for an energetic, self-starter who wants to join a fast-growing startup and become an instrumental part of the company.
This role owns the post-sale journey of our customers and focuses on developing relationships, providing support and problem solving issues. You will work side-by-side with our sales, operations and marketing teams to ensure we are providing each customer with a best in class hearing health experience.
We'll show you the ropes, but will ultimately need someone who genuinely enjoys interacting with people and who can help build our brand through exceptional customer experience. We are looking for a rock star who can take ownership of his or her responsibilities and become a key element of our team.
RESPONSIBILITIES
- Own the customer relationship: Manage a portfolio of new and existing customers, delivering a proactive, personalized experience throughout their hearing journey, with a strong emphasis on phone-based support.
- 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.
WHAT WE ARE LOOKING FOR
- Confident and personable on the phone, including the ability to handle longer, emotionally nuanced conversations
- Empathetic and patient, with the ability to calmly de-escalate frustrated or confused customers
- Strong problem-solver who’s comfortable navigating gray areas and finding the best path forward when there isn’t always a perfect solution
- Adaptable and resilient - you thrive in a growing company where processes evolve and priorities can shift
- Comfortable learning new tools, products, and workflows as the business scales
- Thoughtful decision-maker who can balance customer needs with business constraints
- Dependable and punctual - you show up for customers and teammates and take ownership of follow-ups through resolution
Candidates who are most successful in this role are proactive self-starters who enjoy speaking to customers on the phone as well as through email communication. They get creative and innovative to solve problems, understand the value of working cross-functionally to achieve company goals, and consistently demonstrate a strong ability to communicate both thoughtfully and efficiently in their work.
COMPENSATION:
Salary Range: $25 - $28/hour
LOCATION: New York, NY (Hybrid)
Benefits: Medical, Dental, Vision Insurance (Aetna), 401K, Flexible PTO policy, Commuter Benefits, Additional Wellness Perks, Parental Leave Policy
FLSA Status:
Non-Exempt – This position is eligible for overtime pay in accordance with federal and applicable state wage and hour laws.
(Notice: Audicus participates in E-Verify to determine work authorization once an applicant has accepted their offer)
Skills Required
- Confident and personable phone communication, including handling longer and emotionally nuanced conversations
- Empathy, patience, and ability to de-escalate frustrated or confused customers
- Strong problem-solving skills and sound judgment in ambiguous situations
- Adaptability and resilience in a growing company with evolving processes and priorities
- Ability to learn new tools, products, and workflows
- Ability to balance customer needs with business constraints
- Dependability, punctuality, ownership, and follow-through
- Proactive customer communication through phone and email
- Ability to collaborate cross-functionally and communicate thoughtfully and efficiently
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The Company
What We Do
Audicus is a consumer health company that believes everyone deserves to hear and live a more connected and empowered life. This vision translates into a rapidly growing health tech company that offers hearing test applications and advanced hearing aids directly online - and at a fraction of the cost. Since its inception, Audicus has saved consumers over $40 million in healthcare costs and has transformed thousands of lives. If you're a switched-on, idealistic and driven team player, apply to join our team - and help building a more connected world!
