Customer Experience Associate

Job Description

Job Description

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.

At Eko Health, 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.

This is a hybrid role with required onsite presence on Tue / Wed / Thu.

Schedule :

Role 1 : Sunday–Thursday

Role 2 : Tuesday–Saturday

Head count : 2

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.

As Customer Experience Associate at Eko, You Have :

As Customer Experience Associate at Eko, Good to have

Benefits and Perks We Offer :

Our Value :

1. Embrace Continuous Improvement : We challenge the status quo, question assumptions, and continuously push boundaries to improve how we work and what we deliver.

Behaviors :

Critical Thinking : Question existing processes, policies, and assumptions before accepting the norm.

Act Like an Owner : Take initiative and look for opportunities to improve systems, products, or services.

Resilience : Learn from failures and adapt, rather than giving up.

2. Act with Clarity, Honesty & Accountability : We value transparency, data-driven decisions, and a shared commitment to integrity and ownership.

Behaviors :

Speak Up with Respect : Respectfully and honestly share your thoughts, concerns, and ideas clearly and constructively, even when it’s difficult or unpopular.

Call Out Issues Early : Surface problems or misalignments early to avoid bigger setbacks.

Own Mistakes, then Share Learnings : Take accountability when things go wrong. Be transparent about mistakes and use them as an opportunities for team-wide learning and growth.

3. Build with Heart : We care deeply about our work and the people we serve. We go the extra mile and never lose sight of the human impact behind every solution.

Behaviors :

Care Deeply About the Outcome : Take pride in your work and stay focused on delivering meaningful impact.

Put People at the Center : Design and build with empathy — for your teammates, providers, and patients.

Lead with Passion and Purpose : Stay connected to why you’re doing the work, and bring energy and inspiration to those around you

4. Create Superpowers for Providers : Our mission is to empower clinicians with high-quality, clinically optimized tools that help them — and their patients — thrive.

Behaviors :

Engage Providers Early and Often : Involve providers from the start — not as an afterthought — to shape ideas, decisions, and solutions.

Design with Clinical Outcomes in Mind : Focus on workflows and provider / patient needs to build solutions that work in practice.

Delight our Customers : Create and operate with empathy to deliver high-quality products using an agile approach, then improve rapidly based on feedback.

5. Win Together : We share knowledge freely, celebrate our collective wins, and learn from our mistakes. We believe every role matters, and every voice counts.

Behaviors :

Assume Good Intent and Build Trust : Approach interactions with respect, and give others the benefit of the doubt.

Celebrate Wins and Learn from Losses Together : Recognize wins as a team and use setbacks as a chance to grow stronger.

Hold Each Other Accountable : Ensure everyone follows through on commitments and meets shared standards to create an environment of ownership, trust, and growth.

Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.

Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.

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.