Customer Experience Associate

Who We Are

Audicus is an innovative health-tech company. We are changing the hearing aid industry with a leading tele-health solution that streamlines the hearing care experience from user testing to product delivery - both for consumers and providers. We are highly mission-driven and have reconnected, transformed and empowered tens of thousands of lives to date.

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

• Customer Relationship Management: Manage a portfolio of new and existing customers, delivering a proactive and personalized experience throughout their hearing journey, with a heavy focus on phone-based interactions.
• Customer Support: Provide exceptional support over the phone, as well as via email and chat, handling inquiries with empathy, patience, and problem-solving skills.
• Product Troubleshooting: Guide customers through troubleshooting and resolving technical issues with their hearing aids
• Retention & Escalation: Retain customers by quickly resolving concerns and ensuring follow-up to minimize churn and maintain satisfaction.
• Product Expertise: Become well-versed in hearing aids and hearing health, empowering customers with accurate information and advice.
• Customer Engagement: Serve as the voice of the customer, advocating their needs internally and ensuring their feedback informs product and service improvements.
  
  

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.

What We Are Looking For

• 1+ year experience in a customer service/customer facing role, handling inquiries and resolutions over the phone
• Energetic, easy going, hard working, and sincere
• Empathetic and customer-centric - you are passionate about helping others and truly excited about the chance to make a positive impact
• Fast learner - you retain information quickly and are eager to tackle new challenges every day
• Collaborative - you are a team player who loves helping others around you do their best work
• Highly organized and responsible - you take ownership of tasks and are a master multitasker, but you also know when to ask for help if needed
• Growth mindset - naturally curious with a strong desire to learn
  
  

Salary Range: $55-60K

Benefits: Medical, Dental, Vision Insurance (Aetna), 401K, Flexible PTO policy, Commuter Benefits, Additional Wellness Perks, Paid Parental Leave Policy

We are focused on building a diverse and inclusive workforce. If you're excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

(Notice: Audicus participates in E-Verify to determine work authorization once an applicant has accepted their offer)