---
title: 'Customer Experience Associate at Audicus'
canonical: 'https://feeny.ai/job/customer-experience-associate-audicus-new-york-62vah4wagn8e'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Experience Associate at Audicus

- **Company:** Audicus
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.gem.com/audicus/am9icG9zdDroq4yBQgDovBVEvSgZCeUQ

## Job description

## THE ROLE

The Customer Experience Associate role is a mix of customer support, operations and user experience functions, all of which are vital to the success of Audicus. This opportunity is perfect for an energetic, self-starter who wants to join a fast-growing startup and become an instrumental part of the company.

This role owns the post-sale journey of our customers and focuses on developing relationships, providing support and problem solving issues. You will work side-by-side with our sales, operations and marketing teams to ensure we are providing each customer with a best in class hearing health experience.

We'll show you the ropes, but will ultimately need someone who genuinely enjoys interacting with people and who can help build our brand through exceptional customer experience. We are looking for a rock star who can take ownership of his or her responsibilities and become a key element of our team.

## RESPONSIBILITIES

- Own the customer relationship: Manage a portfolio of new and existing customers, delivering a proactive, personalized experience throughout their hearing journey, with a strong emphasis on phone-based support.
- Deliver multi-channel support: Resolve customer questions and concerns via phone, email, and text with empathy, clarity, and strong problem-solving skills.
- Troubleshoot & guide: Help customers identify and fix issues with their hearing aids by walking them through clear, step-by-step solutions and bringing in additional support when needed.
- Drive retention through resolution: Address concerns early, follow through on open issues, and apply sound judgment to prevent avoidable returns while maintaining a high-quality customer experience.
- Build product & hearing health expertise: Develop deep knowledge of Audicus products and hearing health concepts to confidently guide customers and set accurate expectations.
- Advocate for the customer internally: Capture insights, flag trends, and collaborate with Audiology, Operations, and Product teams to improve tools, processes, and the overall customer experience.

## WHAT WE ARE LOOKING FOR

- Confident and personable on the phone, including the ability to handle longer, emotionally nuanced conversations
- Empathetic and patient, with the ability to calmly de-escalate frustrated or confused customers
- Strong problem-solver who’s comfortable navigating gray areas and finding the best path forward when there isn’t always a perfect solution
- Adaptable and resilient -  you thrive in a growing company where processes evolve and priorities can shift
- Comfortable learning new tools, products, and workflows as the business scales
- Thoughtful decision-maker who can balance customer needs with business constraints
- Dependable and punctual - you show up for customers and teammates and take ownership of follow-ups through resolution

Candidates who are most successful in this role are proactive self-starters who enjoy speaking to customers on the phone as well as through email communication. They get creative and innovative to solve problems, understand the value of working cross-functionally to achieve company goals, and consistently demonstrate a strong ability to communicate both thoughtfully and efficiently in their work.

## COMPENSATION:

Salary Range: $25 - $28/hour

LOCATION: New York, NY (Hybrid)

Benefits: Medical, Dental, Vision Insurance (Aetna), 401K, Flexible PTO policy, Commuter Benefits, Additional Wellness Perks, Parental Leave Policy

FLSA Status: Non-Exempt – This position is eligible for overtime pay in accordance with federal and applicable state wage and hour laws.

## About Audicus

## Company Overview
- **One-liner**: Audicus provides affordable, clinically-validated hearing aids and virtual hearing care, delivered directly to consumers at a fraction of traditional clinic costs.
- **Entity Type**: Private (Series unknown; 9 funding rounds, latest in May 2024)
- **Headquarters**: New York, New York, United States
- **Founded**: 2012
- **Founders**: Patrick Freuler

## Core Business
- **Primary industry**: Retail Health and Personal Care Products / Health Tech (hearing care)
- **Target customers**: B2C (consumers with hearing loss) and B2B (health plans and partners via teleaudiology and virtual care models)
- **Mission**: “Everyone deserves to hear and live a more connected and empowered life.”

## Products & Services
- **Audicus Hearing Aids**: Premium, custom-programmed hearing aids offered online with a risk-free trial, at a fraction of traditional clinic prices.
- **Virtual Hearing Care Platform**: A clinically-validated platform providing remote hearing tests, teleaudiology support, and lifetime audiology support.
- **Health Plan Partnerships**: Teleaudiology and virtual care models for health plans and partners to enable member access to hearing care.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Annual Revenue ~$4M (latest available); Total Funding ~$26.1M
- **Notable Investors/Partners**: Specific lead investors not publicly named; funding history includes a Venture Round (2023, $4.1M – 1 investor), Debt Financing (2014, $1.6M), Convertible Note (2015, $2.7M), and an additional funding round in May 2024.
- **Growth Signals**: 65 employees (+5.2% YoY); saved consumers over $40M in healthcare costs; completed 100k+ hearing tests; 14 years of operation; expanding into health plan partnerships.

## Competitive Advantages
- **Affordability**: Premium hearing aids at a fraction of traditional clinic prices.
- **Virtual-First Model**: Clinically-validated remote testing and teleaudiology eliminate the need for in-person visits.
- **Cost Savings**: Proven track record of reducing consumer healthcare costs by over $40M.
- **Convenience**: Risk-free trial, lifetime audiology support, and direct-to-consumer delivery.

## Strategic Focus
- Expanding partnerships with health plans and employers to integrate virtual hearing care into broader health benefits.
- Continued investment in the virtual care platform and teleaudiology capabilities.
- Scaling direct-to-consumer sales while maintaining a mission-driven, customer-centric approach.

## Why Work Here
- **Culture**: Emphasizes empathy, results, and innovation; described as “people first” with a strong mission to tackle untreated hearing loss.
- **Work Policy**: Hybrid and remote options available (e.g., B2C Account Executive – Remote; Senior Product Designer – Hybrid in NYC).
- **Perks & Benefits**: Family medical leave, dental insurance, Flexible Spending Account (FSA), commuter benefits, pet-friendly office, 401(K), disability insurance, customized development tracks, and promotion policies.
- **Employee Sentiment**: Rated 3.8/5 on Indeed (38 reviews on Gem); praised for approachable leadership, strong mission, upward mobility, and healthy work-life balance.
- **Team**: ~65 employees distributed across the U.S. and Canada, with offices in New York City.

## Sources
1. [Gem / Audicus Careers](https://jobs.gem.com/audicus)
2. [LinkedIn – Audicus](https://linkedin.com/company/audicus)
3. [Audicus About Page](https://www.audicus.com/about/)
4. [Built In – Audicus](https://builtin.com/company/audicus)
5. [Indeed – Audicus Reviews](https://www.indeed.com/cmp/Audicus)

## Other roles at Audicus

- [Audiologist - Columbus, GA](https://feeny.ai/job/audiologist-columbus-ga-audicus-va-clinics-krb1wc97fx8x) — VA Clinics
- [Audiologist - Boise, ID](https://feeny.ai/job/audiologist-boise-id-audicus-va-clinics-phjzks4z2g20) — VA Clinics
- [Audiologist - Tampa, FL](https://feeny.ai/job/audiologist-tampa-fl-audicus-va-clinics-tw9mhknmp2cj) — VA Clinics
- [Talent Acquisition Specialist](https://feeny.ai/job/talent-acquisition-specialist-audicus-hq-p0c8tef5adcf) — HQ
- [Shipping and Fulfillment Manager](https://feeny.ai/job/shipping-and-fulfillment-manager-audicus-new-york-e4sjm0p2gfn6) — New York, NY
- [Audiologist - Memphis, TN](https://feeny.ai/job/audiologist-memphis-tn-audicus-va-clinics-g3ksqtzfedvm) — VA Clinics
- [Audiologist - North Platte, NE](https://feeny.ai/job/audiologist-north-platte-ne-audicus-va-clinics-zs98xyp2y27w) — VA Clinics
- [Senior Marketing Engineer](https://feeny.ai/job/senior-marketing-engineer-audicus-remote-zh8x95sej2ag)
- [Senior Product Designer](https://feeny.ai/job/senior-product-designer-audicus-new-york-9egshs18d4q6) — New York, NY
- [Audiologist - Casper, WY](https://feeny.ai/job/audiologist-casper-wy-audicus-va-clinics-m06v1wv3n94p) — VA Clinics