{"id":1149464,"url":"https://alion.io/job/eko-customer-experience-associate","title":"Customer Experience Associate","company":{"id":9050,"name":"Eko","domain":"ekohealth.com","url":"https://alion.io/company/eko","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Emeryville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-02-10T18:33:42Z","employer_posted_date":"2026-02-10","last_verified_at":"2026-10-05T02:15:46Z","board_verified":true,"closed_at":null,"days_open":236,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":235},"description":"About the Role:\nAt 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.\nYou’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.\nThe Impact You Will Make:\nSupport Communications & Enablement\n\nOwn and update support macros, help center content, and internal documentation\n\nPartner with Product and Engineering to communicate new features, issues, and fixes to the team and customers\n\nTraining & QA Support\n\nHelp design and maintain onboarding content and ongoing training materials\n\nSupport QA processes by flagging messaging or experience gaps across cases\n\nCross-Functional Collaboration \n\nAct as CX’s point of contact for Product, Marketing, Legal, and Ops when updates require customer communication\n\nDraft and route proactive messaging (e.g., product issues, known bugs, returns guidance)\n\nTrack and escalate common customer feedback themes to support continuous improvement\n\nService Recovery & Voice of Customer\n\nLead response efforts on negative CSAT tickets by coordinating with agents and improving macros or workflows\n\nMaintain clear tagging and reporting systems to track pain points and content gaps\n\nThe Value You Will Bring:\nA clear, concise, and empathetic communicator with a knack for simplifying complex topics\n\nExperienced in customer support or CX enablement roles (2-4 years preferred)\n\nSkilled with tools like Zendesk, Confluence, and other help center platforms\n\nOrganized and proactive, with strong attention to detail and a service mindset\n\nWhy join Eko Health?\nBenefits and Perks We Offer:\nThe opportunity to work on products that impact the health of millions of people.\nGenerous paid-time off\nStock incentive plans\nMedical/Dental/Vision, Disability + Life Insurance\nOne Medical membership\nParental Leave\n401k Matching\nLearning and Development stipend\nWe believe the ability to listen is the ability to care. Eko was named one of the World’s Top HealthTech Companies of 2025 by TIME and Statista. This honor reflects the mission to transform cardiac and pulmonary care through AI-powered stethoscopes and digital health solutions.\nCase Studies & Customer Stories\nEko Blog\nNewsroom\nWork Experience & Location Requirements\nThis role is based out of our office in Emeryville, CA \nThis is a Hybrid role (In-Office days are Tuesday, Wednesday and Thursday) \nProlonged periods of sitting and working at a computer\nMust be able to perform job duties with or without reasonable accommodation","description_format":"text","description_chars":3094,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical AI","Cardiovascular Devices"],"lifecycle":[{"event":"open","at":"2026-09-23T17:02:12Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2 · green card filings: 2","filings_12m":2,"filings_prev_12m":4,"green_card_filings_12m":2,"median_offered_wage_usd":175000,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.139,"p_room":0.28,"age_days":235,"expected_fill_days":30,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-04T05:45:00Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/eko-customer-experience-associate","json_url":"https://alion.io/job/eko-customer-experience-associate.json","meta":{"generated_at":"2026-10-05T02:41:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3634,"day_limit":5000,"remaining_today":1366,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}