Customer Experience Associate

This is an evergreen role. We hire for this position on a rolling basis to keep pace with the students and families we serve, so the posting stays open and applications are reviewed as they come in.

ABOUT MARBLE

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow.

Last year, 1 in 10 teens attempted suicide. At the heart of this crisis is a severe lack of access to quality, affordable care. When kids can't get help, problems compound and preventable tragedies follow. Marble partners directly with school counselors to get students into care quickly by connecting them to licensed therapists through the insurance coverage they already have, with no waitlists.

We're an early-stage, fast-moving team. The people who join now will shape how we build and what we build.

ABOUT THE ROLE

Customer Experience (CX) works directly with the families, providers, and partners who use Marble every day. The team helps people navigate care with fewer delays and less confusion, while ensuring we deliver the consistent, high-quality experience we promise.

Because CX sees firsthand what works well and where friction remains, the team plays an important role in identifying patterns and driving improvements across Operations and Product & Engineering. This role combines hands-on support with systems thinking: solving immediate problems while making the experience better for everyone who comes next.

As one of the first members of Marble's CX team, you'll have real ownership over how we show up for the families and providers we serve. You'll work closely with operators who've scaled high-growth startups and move fast on problems that actually matter. This is a role for someone who wants to see the direct impact of their work on families navigating mental health challenges while gaining firsthand exposure to how a fast-growing, AI-enabled startup scale.

This role is hybrid, with three days per week in our SoHo, New York City office.

WHAT YOU'LL DO

- Serve as a trusted point of contact for students, guardians, providers, and school partners across communication channels such as SMS, email, and phone/voicemail. Use our internal tools—including our electronic health record (EHR), Claude, Notion, and Slack—to resolve questions and issues with speed and care

- Own support cases end to end, from routine requests such as rescheduling appointments and rematching families with therapists to sensitive situations involving custody conflicts and transitions to higher-acuity care. Work cross-functionally to find solutions and close the loop

- Identify patterns in what's breaking or creating friction and bring concrete recommendations to Product & Engineering

- Build and improve the processes, documentation, and workflows that make the CX function more effective over time. Examples include inbox structure, macros, SOPs, and shared learnings.

- Work side-by-side with our AI agents. You'll handle the cases they escalate, check their responses for accuracy and tone, and use AI tools for drafting, translation, and summaries so families get faster, clearer answers

- Collaborate closely with the broader Operations team to ensure a seamless experience at every stage of the care journey

WHO YOU ARE

Must-haves

- Customer service experience — you have 1.5+ years of experience working in customer experience/customer service roles

- Calm, emotionally intelligent and compassionate — you remain steady under pressure, listen carefully, recognize what patients, families, and providers may be experiencing, and respond with empathy and sound judgment, especially in sensitive or stressful situations

- Reliable and detail-oriented — you follow established processes, document information accurately, and consistently close the loop, even when managing a high volume of requests

- Strong w