Customer Experience Associate

1. Twentyeight Health

Twentyeight Health (twentyeighthealth.com) is a mission-driven women's health start-up. Our goal is to empower all women with affordable and convenient access to reproductive and sexual health. Starting with birth control, our vision is to become a digital health companion for women through multiple life stages. We partner with Bedsider and NIRH, donating 2% of our revenues to these national non-profits focused on increasing access to sexual health resources. 

Twentyeight is an end-to-end online platform where women can connect with licensed physicians about birth control, get a prescription & personalized medical advice, and receive fast at-home delivery. Best of all, our users stay connected with the doctors and can message them anytime with follow up questions. Additionally, we provide doctor-vetted sexual and reproductive health content. 

We are a passionate team of healthcare operators, advocates and clinicians eager to revolutionize the experience for patients. We have recently launched in NY and NJ, and are based in Dumbo, Brooklyn!

2. Role

As Customer Experience Associate, you will be responsible for ensuring that our customers get an outstanding experience. You will lead the day-to-day business with our users, coordinating with doctors & our pharmacy partners, answering customer questions, solving issues that may arise, and proactively communicate with our users. While conducting day-to-day customer operations, we expect this individual to identify continuous improvement opportunities to our Customer Experience function. This role is central to Twentyeight Health’s success, creating meaningful impact on the organization everyday. We are looking for an individual eager to learn and grow over time in the role.

This is a full time position at our Headquarters in NYC. Remote or contract work is not an option. 

3. Manager

You will report to our Head of Customer Experience and Operations. You will also engage with all key people of the company.

4. Responsibilities

  • Manage end-to-end customer experience and effectively respond to customer inquiries

  • Proactively solve problems and find solutions for customers

  • Communicate with doctors and our pharmacy partners

  • Proactively identify improvements to customer experience

  • Set customer goals and track key metrics

  • Participate in the development of our Customer Experience function (processes, systems, KPIs, ...)

5. Requirements

We are looking for exceptional candidates who are/have:

  • Passionate about healthcare and Twentyeight’s mission

  • Structured, organized, and detailed-oriented

  • Excellent written and verbal communicator with strong interpersonal skills 

  • Self-starter mentality: ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments

  • Execution-focused ethos: solutions-oriented problem solver and efficiency driven

  • Flexible, adaptable, and able to respond under the pressure of a fast-paced startup

  • Open to feedback and eager to learn & develop

  • Collaborative, positive and great team player

  • 0-2 years of work experience

  • Bachelor's degree

  • Bonus: fluency in Spanish 

6. Compensation & Benefits

  • Competitive salary

  • Equity

  • Great benefits

  • Fun team events & a chance to network with experienced professionals

  • Personalized professional development opportunities 

7. How to apply

Send your resume and a few paragraphs about your motivation to careers@twentyeighthealth.com. Please indicate the position you are applying for in the subject and how you heard about us in the email. Thank you!