Customer Experience Associate

About Eko Health Eko builds AI and digital tools to enable every healthcare provider to more accurately detect heart and lung disease – the leading causes of death globally. Our FDA cleared, industry leading products are used by hundreds of thousands of clinicians on millions of patients around the world. With Eko, clinicians can detect cardiac and pulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible. We have strong venture capital backing from investors like Artis Ventures, Questa Capital, Highland Capital, and Mayo Clinic Ventures. Recognized by TIME magazine in 2025 as one of the world’s top healthcare technology companies, Eko is one of the fastest growing digital health companies with products used around the world at some of the most prestigious health systems. We have more than 8 FDA clearances including novel AI algorithms, and we invest heavily in quality clinical research and R&D to build and validate exceptional products for patients we care deeply about. We’ve built a mission driven, high performing, talented, and diverse team of engineers, physicians, PhD’s, creatives, and technologists. We are committed to investing in each other and our mission to ensure all patients have access to high quality care. We are headquartered in Emeryville, California and privately-held with world class investors and partners. About the Role: At Eko, we believe great customer experience requires more than just fast replies — it requires clear, compassionate communication, smart self-service, and confident agents who know what to say and when. As our Customer Experience Associate, you'll be the connective tissue between our frontline agents, internal stakeholders, and customers. You'll own the systems, resources, and voice that ensure our support experience is consistent, effective, and human. You’ll play a critical role in helping our CX team scale with clarity — creating and maintaining the knowledge, macros, training, and communications that power our service quality. You’ll also work cross-functionally to ensure customers receive timely, helpful updates whenever we launch new products, fix bugs, or make important changes. The Impact You Will Make: Support Communications & Enablement Own and update support macros, help center content, and internal documentationPartner with Product and Engineering to communicate new features, issues, and fixes to the team and customers Training & QA Support Help design and maintain onboarding content and ongoing training materialsSupport QA processes by flagging messaging or experience gaps across cases Cross-Functional Collaboration Act as CX’s point of contact for Product, Marketing, Legal, and Ops when updates require customer communicationDraft and route proactive messaging (e.g., product issues, known bugs, returns guidance)Track and escalate common customer feedback themes to support continuous improvement Service Recovery & Voice of Customer Lead response efforts on negative CSAT tickets by coordinating with agents and improving macros or workflowsMaintain clear tagging and reporting systems to track pain points and content gaps The Value You Will Bring: A clear, concise, and empathetic communicator with a knack for simplifying complex topics Experienced in customer support or CX enablement roles (2–4 years preferred) Skilled with tools like Zendesk, Confluence, and other help center platforms Organized and proactive, with strong attention to detail and a service mindset