Customer Experience Associate

About the role

This is an evergreen role. We hire for this position on a rolling basis to keep pace with the students and families we serve, so the posting stays open and applications are reviewed as they come in.

About the Role

Customer 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 Do

• Serve 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

• 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

Why Marble

• 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

Compensation

Marble offers competitive compensation for this role. Compensation includes a base salary, equity, and full benefits.