Why Nourish? – Transforming Nutrition into Medicine
At Nourish, we believe that better nutrition is the foundation of a healthier nation. More than half of Americans suffer from chronic conditions directly linked to what they eat, and poor diet remains the leading preventable cause of death. Our mission is to turn that statistic on its head by delivering “food as medicine” through a seamless blend of telehealth, personalized dietitian care, and medically‑tailored meal delivery—all covered by health insurance.
Since our launch two years ago, we’ve empowered hundreds of thousands of patients across all 50 states to take control of their health. Our platform connects users with board‑certified Registered Dietitians, provides AI‑driven nutrition guidance, tracks health progress, and delivers meals designed for specific medical needs such as diabetes, kidney disease, cancer, obesity, and cardiovascular health. Backed by more than $44 million in venture funding from leading firms like Index Ventures, Thrive Capital, and Y Combinator, Nourish is accelerating fast while maintaining a laser focus on impact, empathy, and scientific rigor.
The Role: Customer Experience Associate (Remote)
As a Customer Experience Associate, you will be the trusted voice guiding our members through their wellness journey. You’ll serve as the frontline of support—answering questions, troubleshooting technical glitches, and delivering compassionate guidance across phone, email, and chat channels. This isn’t just a support role; it’s an opportunity to become a health advocate who directly influences life‑changing outcomes for thousands of users.
Working from the comfort of your home—or from our vibrant NYC office in Silicon Alley—you’ll collaborate closely with Product, Engineering, Operations, and Marketing teams. Your insights will shape product enhancements, streamline processes, and ensure that every interaction reflects Nourish’s commitment to excellence and empathy.
Key Responsibilities
- Deliver exceptional, empathetic support across phone, email, and chat, addressing member inquiries with professionalism and a caring tone.
- Troubleshoot technical and account‑related issues—including billing, app navigation, and delivery logistics—while guiding users step‑by‑step toward resolution.
- Maintain meticulous records of each interaction in our CRM suite (Front, Intercom, Aircall, or equivalent), ensuring accurate case tracking and timely follow‑ups.
- Coordinate cross‑functional escalation for complex challenges, partnering with Engineering, Product, and Dietitian teams to resolve issues swiftly.
- Identify and report trends in member feedback, proposing actionable improvements to workflows, knowledge bases, and self‑service resources.
- Stay up‑to‑date on product evolution—new features, updates, and policy changes—to provide members with the most current information.
- Support weekend operations by covering one designated weekend day per week, guaranteeing uninterrupted member access to assistance.
- Contribute to continuous feedback loops by sharing insights with Product, Marketing, and Clinical teams to inform roadmap decisions and content strategy.
What Success Looks Like
- Consistently high member satisfaction scores (CSAT ≥ 90%).
- Rapid resolution times—meeting or exceeding service level agreements (SLAs) for each channel.
- Proactive identification of systemic pain points, leading to measurable process improvements.
- Positive collaboration feedback from internal partners, reflecting strong teamwork and communication.
Essential Qualifications
- Minimum 2 years of direct customer‑facing experience in support, customer success, or CX roles, preferably within telehealth, SaaS, or healthcare technology.
- Demonstrated ability to manage multiple simultaneous interactions while preserving attention to detail.
- Proficiency with modern CRM platforms (e.g., Front, Intercom, Zendesk, Aircall) and a comfort level troubleshooting basic technical issues.
- Exceptional written and verbal communication skills; ability to convey complex information clearly and compassionately.
- Strong problem‑solving mindset—quickly diagnosing issues and presenting effective solutions.
- Passion for nutrition, wellness, or health‑related fields, with a genuine desire to help others improve their lives.
- Legally authorized to work in the United States.
- Willingness to work one weekend day per week, rotating as part of a supportive team schedule.
Preferred (But Not Required) Qualifications
- Experience in a fast‑growing startup environment with rapid product iterations.
- Familiarity with telehealth regulations, HIPAA compliance, or healthcare insurance processes.
- Multilingual abilities—especially Spanish—to serve a broader member base.
- Previous exposure to nutrition‑focused services or dietitian‑led programs.
- Certifications in customer service excellence (e.g., CXPA, HDI).
Core Skills & Competencies
- Empathy & Active Listening – Truly understanding member concerns and responding with care.
- Analytical Thinking – Spotting patterns in data, translating feedback into actionable recommendations.
- Tech‑Savvy – Navigating multiple software tools, learning new platforms quickly, and assisting members with digital issues.
- Time Management – Prioritizing tasks in a high‑volume environment while meeting SLA targets.
- Collaboration – Working fluidly with product, engineering, and clinical teams to champion member needs.
- Adaptability – Thriving amid evolving product features, policy changes, and shifting business priorities.
Career Growth & Development Opportunities
Nourish is built on the principle that our people grow as we grow. As a Customer Experience Associate, you will have a clear pathway to advanced roles such as:
- Senior Customer Experience Specialist – Lead high‑impact initiatives, mentor new hires, and own complex escalation streams.
- Team Lead / Manager, Customer Experience – Oversee a team of associates, shape performance metrics, and influence strategic direction.
- Product Operations Analyst – Translate frontline insights into product enhancements, working closely with engineering and design.
- Customer Success Manager – Drive long‑term member retention and adoption, focusing on value delivery and health outcomes.
In addition to defined career ladders, we invest heavily in continuous learning:
- Access to an extensive library of courses covering communication, health tech, data analytics, and leadership.
- Quarterly professional development workshops with industry experts.
- Mentorship programs pairing you with senior leaders across the organization.
- Opportunities to attend wellness conferences, health tech summits, and product launch events.
Work Environment & Culture
Our culture is anchored in three pillars: Purpose, People, and Play.
- Purpose‑Driven: Every interaction is a chance to improve someone's health, making work feel meaningful and rewarding.
- People‑First: We nurture an inclusive, collaborative environment where diverse perspectives are celebrated. Regular virtual town halls, wellness challenges, and team‑building activities keep us connected—whether you’re at your kitchen table or in our NYC office.
- Playful Innovation: We encourage curiosity, experimentation, and a sense of fun. From hack‑days to “wellness Wednesdays,” we believe a happy team delivers the best customer experiences.
We are a fully remote‑friendly organization, providing a flexible schedule, a stipend for home‑office equipment, and a generous vacation policy so you can recharge and bring your best self to work.
Compensation, Perks & Benefits (Overview)
- Competitive Base Salary – Aligned with market standards for remote CX roles and reflective of experience.
- Performance Bonuses – Quarterly incentives tied to customer satisfaction, resolution metrics, and team goals.
- Comprehensive Health Coverage – Medical, dental, vision, and mental‑health benefits for you and eligible dependents.
- 401(k) with Company Match – Grow your retirement savings with automatic contributions.
- Equity Opportunities – Share in the company’s long‑term success through stock options.
- Professional Development Budget – Annual allowance for courses, certifications, or conferences.
- Wellness Stipend – Use it for fitness memberships, meditation apps, or healthy groceries.
- Paid Parental Leave – Generous time off for new parents.
- Flexible PTO – Unlimited paid time off, encouraging you to rest and reset as needed.
- Remote Work Support – Reimbursement for high‑speed internet, ergonomics, and home‑office supplies.
How to Apply
If you’re passionate about combining technology, nutrition, and empathy to create lasting health outcomes, we want to hear from you. Click the button below to submit your resume, cover letter, and any supporting materials that showcase why you’re the perfect fit for this role.
Apply Now – Join the Nourish Mission
Ready to Make an Impact?
At Nourish, every conversation matters. Your voice will guide members toward healthier choices, help them overcome barriers, and ultimately save lives. Join a purpose‑driven team where your growth is celebrated, your ideas are valued, and your work truly changes the world.
We look forward to welcoming you to our community of health‑focused innovators.
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