Customer Experience Associate

Our Mission

Hospital-Quality Care, Everywhere. The healthcare industry still relies on faxes and phone tag to coordinate critical care for patients  think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well‑funded Series C company (backed by General Catalyst, Signal Fire, and Sapphire Ventures) on a mission to heal a fragmented system.

Our platform connects the dots between providers, payors, and patients, ensuring people get the high‑quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

The Principles That Guide Us. Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

• We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.
• We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.
• We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.
• We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real‑world challenges of healthcare.

How You’ll Help Us Heal a Broken System. This isn't just a job; it's a chance to build something that matters. As a Customer Experience Associate
, you'll be shaping the future of at‑home care. You'll be a key part of the team, working to resolve questions, remove friction in the ordering process, and serve as a trusted partner to clinical teams.

A Glimpse into Your Contributions

• Respond to inbound clinic inquiries via phone, email, and chat
• Troubleshoot order issues, product questions, shipping updates, and documentation needs
• Coordinate cross‑functionally with Ops, Billing, and CSM teams to resolve escalations
• Ensure timely follow‑up and clear communication with clinics

• Assist clinics with product selection, substitutions, and ordering guidance
• Support documentation collection and order processing workflows
• Identify and proactively flag at‑risk orders or delays

• Maintain clean and accurate documentation in Kustomer (our ticketing system)
• Contribute to knowledge base updates and SOP documentation

• Act as a voice of the clinic and patient internally
• Escalate urgent issues appropriately and with strong ownership
• Deliver high‑empathy communication in time‑sensitive or sensitive situations

The Skills and Experience You’ll Leverage. We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply.

• 1–3 years of experience in customer support, healthcare operations, or similar fast‑paced environment
• Strong written and verbal communication skills
• High attention to detail and ability to manage multiple tasks simultaneously
• Comfort working in systems (G‑Suite, Slack, ticketing tools, etc.)
• A proactive, solution‑oriented mindset

• Experience supporting healthcare clinics or medical products
• Experience working in a startup or high‑growth environment

Compensation, Benefits & Logistics. We believe in taking care of our team, both…