Customer Experience Associate

Customer Experience Associate

Emeryville, CA

Customer Experience / Full Time / Hybrid

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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.

At Eko, we're dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients' hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.

With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We've built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work.

Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.

About the Role

Our Customer Experience (CX) team is building a reputation for five-star experiences. As a Customer Experience Associate, you'll handle core support interactions and also step into high-impact moments: managing escalations, supporting high-value customers, and creating warm handoffs to our enterprise sales team. You'll represent Eko across channels, from private cases to public reviews and social posts, always with professionalism and empathy.

Schedule

This is a hybrid role with required onsite presence on:

• Tuesday, Wednesday, Thursday

Schedule: Role 1: Sunday - Thursday - This role will work in Pacific time zone Schedule: Role 2: Tuesday-Saturday - This role will work in Pacific time zone Head count: 2

Responsibilities

As Customer Experience Associate at Eko, You Will:

• Provide omni-channel support with accuracy, warmth, and efficiency.
• Deliver a concierge-style experience, ensuring every customer is supported throughout their journey.
• Own complex cases and escalations, driving them to full resolution.
• Support high-value clinicians and accounts with white-glove care and seamless transitions to Sales when needed.
• Lead service recovery, turning challenging moments into opportunities for loyalty.
• Respond thoughtfully to public reviews and social posts.
• Proactively identify and share customer insights with CX leadership.
• Collaborate with Fulfillment, Product, Sales, and Marketing to create smooth resolutions.
• Contribute to team knowledge and processes by giving feedback on frontline workflow.

Requirements

As Customer Experience Associate at Eko, You Have:

• 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.

Good to Have

Experience in healthcare or DTC. Exposure to public reputation management (reviews, social media). Knowledge of HIPAA-compliant support practices.

Benefits and Perks

We Offer:

• Eko was recognized by "Great Place to Work" in 2020 and 2021
• Paid-time off
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Work from home equipment stipend
• Flexible schedules
• Wellness programs (Wellness Wednesdays, Time off)
• Wellness perks (Headspace, Ginger, Aaptiv, Physera)
• Learning and Development stipend
• $47,000 - $52,000 a year
• Compensation is market-based and reflects the cost of labor across different U.S. geographic locations.

Eko is an Equal Opportunity Employer

We are committed to building a diverse and inclusive team. We are proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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