Customer Experience Associate

Nourish is solving America’s healthcare crisis by helping people eat better. We connect chronic disease patients with a Registered Dietitian via telehealth and get it covered by their health insurance.

We launched one year ago and already have >50 dietitians and thousands of patients on the platform. Our patients span a wide range of nutrition-related conditions including diabetes, eating disorders, kidney disease, GI conditions, cancer, obesity / weight management, cardiovascular disease, and more.

We have millions in revenue (up 5x in 2022), have partnered with national health insurance companies and provider groups, and have raised significant funding from top-tier VCs including Thrive Capital, Y Combinator, Susa Ventures, Operator Partners, and Box Group. Our angel investors include world-class healthcare founders from Rightway Health, Headway, Spring Health, Alto Pharmacy, and more.

About the Role

As a critical member of our CX team, you’ll work to provide a world-class experience for Nourish patients and dietitians. This means ensuring that all touch points our clients have with Nourish are delightful, both inside and outside of session. It also means ensuring our dietitians are set up to succeed in delivering amazing healthcare to our clients.

You will be instrumental in executing Nourish’s ambitious growth targets; you will support a critical function of the organization as Nourish scales its interactions with patients, dietitians, and insurance companies.

Key responsibilities

Help educate, encourage, and schedule prospective clients and ensure they are matched with a dietitian equipped to help them
Guide clients through a smooth onboarding system
Provide support outside of session to clients that have non-clinical questions
Be a partner to our dietitians and enable them to provide the highest quality care by owning non-clinical workflows
Identify areas for improvement in our existing workflows and propose solutions to work more efficiently

You will love this role if:

You’re passionate about Nourish’s mission. You’re interested in nutrition and are eager to be part of solving America’s healthcare crisis.
You care deeply about client experience. You want to ensure Nourish clients have a best-in-class experience, from the very first touchpoint they have with Nourish onwards. You empathize with our clients and their desire (and often need) to get care.
You thrive in a fast-paced start-up environment. You are energized by a rapidly improving (and thus changing) environment. Changes to processes and workflows don’t stress you out — you see them as an opportunity to learn a new skill or improve a client experience.
You are detailed-oriented and organized. You understand that client experience has a lot of moving pieces and have tools & systems to stay organized. You get satisfaction out of ensuring nothing slips through the cracks.
You don’t like to settle for ‘good enough’. You proactively identify areas for improvement within the client experience organization and suggest changes to our processes when you think they could be better.

We’d love to hear from you if:

You have 3+ years industry experience in customer experience roles and are interested in early-stage startups.
You are tech-savvy and open to learning and using new technologies.
You thrive in a fast-moving environment and are not intimidated by ambiguity or change.
You enjoy new challenges and jump in headfirst when facing an issue. You are able to adapt to the situation at hand and can be flexible in your approach when new circumstances arise.
You’re comfortable working with a variety of team members (our internal team, our patients, etc.) and have strong verbal & written communication skills.
You enjoy proactively coming up with solutions when you notice inefficiencies.