Customer Experience Associate at Eko

Emeryville, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Digital HealthIndustries

Requirements

2+ years of customer support experience, ideally in ecommerce or healthcare tech
Strong written and verbal communication skills for both direct and public interactions
Proven ability to provide white-glove support and handle sensitive escalations
Familiarity with CRM/ticketing systems (Zendesk preferred)
A proactive, problem-solving mindset with excellent judgment under pressure
Collaborative by nature. A team player who makes the group stronger
Experience in healthcare or DTC (preferred)
Exposure to public reputation management (reviews, social media) (preferred)
Knowledge of HIPAA-compliant support practices (preferred)
Previous role in a startup or high-growth environment (preferred)

Responsibilities

Provide omni-channel support with accuracy, warmth, and efficiency
Deliver a concierge-style experience, ensuring no cold handoffs or dropped threads
Own complex cases and escalations through to full resolution
Support high-value clinicians and accounts, with white-glove care and warm transitions to Sales when needed
Lead service recovery when expectations fall short, turning detractors into promoters
Respond thoughtfully to public reviews and social posts, strengthening Eko’s reputation
Proactively identify and share customer insights with CX leadership
Partner with Fulfillment, Product, Sales, and Marketing to resolve issues
Contribute to team knowledge by refining playbooks, macros, and escalation processes

Skills

Omni-channel Support

Escalation Management

Service Recovery

Social Media Response

Customer Escalations

Concierge Service

Sales Handoffs

Empathy

Professionalism

Eko

Advanced digital stethoscopes for cardiovascular detection

About Eko

Eko Health specializes in advanced medical devices and software that enhance the detection of cardiovascular diseases. Their main product is an electronic digital stethoscope that integrates with AI-powered software to help healthcare professionals identify heart conditions more accurately. The stethoscopes feature Bluetooth connectivity, noise cancellation, and amplification, allowing clinicians to listen wirelessly and clearly. The AI software automatically checks for signs of heart disease, such as atrial fibrillation and heart murmurs, providing reliable results without interrupting the examination process. Eko Health differentiates itself from competitors by combining traditional stethoscope functionality with modern digital enhancements and leveraging a large dataset of real-life heart sounds to train its AI for accurate detection. The company's goal is to improve early detection and timely intervention in heart and lung diseases, ultimately leading to better patient outcomes.

Oakland, CaliforniaHeadquarters

2013Year Founded

$227.8MTotal Funding

SERIES_DCompany Stage

AI & Machine Learning, Biotechnology, HealthcareIndustries

51-200Employees