Customer Experience (CX) Associate

Our Mission
Our mission is to accelerate the mass-market global adoption of consumer biotech products so that every human can live at least 100 healthy years.
Our immediate focus is tackling excess bodyweight by increasing global access to GLP-1 medications, helping address obesity at scale. To do this, we are building an AI-powered clinical operating system that enables consumer brands to deliver direct-to-patient healthcare seamlessly, compliantly, and globally.
We operate across multiple consumer healthcare brands in the U.S. and U.K., and our infrastructure is on track to serve 100 million patients worldwide by 2035. This role sits at the heart of that mission.Company Snapshot
Hyper-growth digital health company (>$50M ARR, cash-flow positive)
Tens of thousands of active customers with high NPS
Fully remote, globally distributed team
Backed by top-tier healthcare and consumer investors

• Still Day 1 — the hardest and most important work is ahead

The Opportunity
We are building a world-class, fully remote CX organization. As a CX Associate, you will be a frontline owner of the patient experience, working closely with CX Leads and clinical teams to deliver fast, accurate, empathetic, and compliant support.
This role goes far beyond traditional customer support. You will operate across care coordination, medical assistance, pharmacy workflows, billing, and customer success, ensuring patients feel supported and confident at every step of their journey.
If you excel, this role offers a clear path into CX leadership.Key Responsibilities
Medical & Care Coordination

• Ensure clinicians have complete, accurate information in the EHR (patient details, medical charts, lab uploads).
• Coordinate care between patients and clinicians, including scheduling synchronous calls when required.
• Identify and resolve workflow issues that slow down clinical delivery.

Medication & Pharmacy Coordination

• Liaise between clinics and pharmacies to ensure prescriptions are processed and delivered correctly and on time.
• Proactively troubleshoot delays, discrepancies, or escalations related to medications.

Customer Support & Success

• Own the patient experience end-to-end, handling billing, delivery, provider, and service questions in a single clear interaction whenever possible.
• Communicate with empathy, precision, and urgency while navigating complex backend systems.
• Handle a limited volume of phone calls when escalation or clarity is best achieved live.

Product & Process Improvement

• Identify repetitive, broken, or inefficient workflows and escalate them with clear, actionable feedback.
• Partner with engineering and product teams by surfacing patterns and failure points that should be productized.
• Advocate relentlessly for improvements that lead to a better customer experience.

Compliance & Certification

• Complete all required HIPAA, GDPR, and compliance certifications independently and on time.
• Handle protected health information with extreme care, precision, and professionalism.

What We’re Looking For
Core Operating Skills

• Fluent English communication, both written and spoken, with concise and confident delivery.
• Exceptional organization and ability to manage multiple workflows simultaneously.
• Calm, steady decision-making in ambiguous, fast-changing environments.
• Extreme attention to detail — zero tolerance for careless mistakes in regulated environments.
• Rapid learner with strong self-teaching ability and resourcefulness.
• High intensity, ownership-driven mindset — “above and beyond” is your baseline.

Mindset & Values

• Patient-first, team-second, self-third mentality.
• Deep pride in service, reliability, and operational excellence.
• Comfortable working alongside high-intensity leaders and teammates.
• Thrives under urgency and responsibility.
• Background in nursing, pharmacy, or healthcare-related education
• Experience building systems, workflows, or automation
• Comfort with no-code tools and process design
• History of stepping into ambiguity and excelling