Customer Experience Associate

3 weeks ago

New York, United States Nourish Full time
About Us

Nourish is on a mission to improve people's health by making it easy to eat well. More than half of Americans have a chronic condition related to what they eat, and poor nutrition is the number one driver of preventable death.

Nourish is addressing this healthcare crisis by helping people eat better, more easily, with our food as medicine platform. We connect people with a telehealth Registered Dietitian, food, and mobile app to improve their nutrition, all covered by health insurance. The Nourish mobile app provides a comprehensive approach to wellness through personalized visits with Registered Dietitians, medically-tailored meal delivery, health progress tracking, personalized content, meal logging, recipes / meal planning, AI chat, and more.

We launched two years ago and already have thousands of dietitians and hundreds of thousands of patients on the platform. Our patients span a wide range of nutrition-related conditions including diabetes, eating disorders, kidney disease, GI conditions, cancer, obesity / weight management, cardiovascular disease, and more. We are live in all 50 states.

We are growing quickly, have partnered with national health insurance companies and provider groups, and have raised over $44M from top-tier VCs including Index Ventures, Thrive Capital, Maverick Ventures, Y Combinator, and Box Group, amongst others. Our angel investors include world-class healthcare founders from Oscar, Rightway Health, Headway, Spring Health, and Alto Pharmacy, as well as soccer star Alex Morgan and the founders from Olipop and Notion.

Learn more about us in TechCrunch here and read about our recent Series A here.

About the Role

As a Customer Experience Associate at Nourish, you'll play a critical role in ensuring our customers receive exceptional support and care. In this role, you'll be the frontline of our customer service team, resolving inquiries, troubleshooting issues, and providing guidance across various platforms, including phone, email, and chat. We're looking for someone who thrives in a fast-paced, ever-evolving environment and is excited about helping people improve their health through nutrition.

This role brings something new to Nourish-you'll provide personalized, empathetic support that elevates the customer experience and ensures long-term satisfaction. You'll work closely with cross-functional teams, including Product and Operations, to improve our services and ensure that our customers' feedback is always heard and acted upon.

You'll be joining a collaborative and passionate team that's dedicated to improving lives through better nutrition, and you'll be a key player in ensuring that our customer experience is seamless and delightful.

This role is full-time and open to remote or in Nourish's NYC office in the heart of Silicon Alley.
Key Responsibilities:
  • Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
  • Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
  • Document customer interactions accurately in our CRM (Front, Intercom, Aircall, or otherwise), ensuring that all cases are tracked and followed up on if necessary.
  • Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
  • Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
  • Maintain a deep understanding of Nourish's products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
  • Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
  • Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
  • Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.
You'll love this role if:
  • You're passionate about helping others. You derive satisfaction from solving problems and making a positive impact on people's lives through excellent customer service.
  • You thrive in fast-paced environments. You enjoy juggling multiple tasks at once and can handle shifting priorities with ease.
  • You're a fast learner. You can quickly understand new systems, processes, and products and stay on top of frequent updates.
  • You're tech-savvy. You're comfortable using customer service software like Front or Intercom, and you have no trouble troubleshooting basic tech issues for customers.
  • You have excellent communication skills. Whether it's written or verbal, you know how to convey information clearly, professionally, and with empathy.
  • You have a great attention to detail. You make sure no customer query is left unresolved, and you accurately track interactions and updates in our CRM.
  • You love working in a collaborative team environment. You're excited about the opportunity to work with multiple teams and contribute to projects that improve our service offering.
We'd love to hear from you if:
  • You have 2+ years of experience in a customer-facing role, ideally in customer support, CX, or customer success.
  • You've worked in fast-paced industries like telehealth, healthcare, SaaS, or tech where quick thinking and adaptability are key.
  • You have strong verbal and written communication skills and are comfortable handling phone calls, email, and chat interactions with customers.
  • You're a strong problem-solver who can think on your feet and offer creative solutions to customer challenges.
  • You are organized and can handle multiple customer interactions at once, making sure no detail is overlooked.
  • You're passionate about nutrition or wellness, and you're excited to help others on their health journey through Nourish's services.
  • You have experience using CRM systems like Front, Intercom, Aircall, or similar customer service platforms.
  • You're open to working one weekend day per week, as we provide customer support on weekends.
  • Bonus points if you're multilingual (especially if you speak Spanish) or have experience working in telehealth or nutrition-focused services.

Please note that you must be legally authorized to work in the U.S. for this position.

#LI-REMOTE #LI-HYBRID
More Information

Mission & Vision & Success

Nourish Clinical Philosophy

Values

Why Nourish Exists

Team

Compensation & Benefits

How We Work

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