---
title: 'Customer Experience Associate, Bilingual at Marble Health'
canonical: 'https://feeny.ai/job/customer-experience-associate-bilingual-marble-health-new-york-7ymnzazny079'
type: 'job'
last_seen: '2026-10-15'
---

# Customer Experience Associate, Bilingual at Marble Health

- **Company:** Marble Health
- **Location:** New York, NY
- **Compensation:** $65k–$80k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-14
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.ashbyhq.com/marblehealth/d6aeaeae-8662-495e-8c4a-5579f123a4c3/application

**Skills:** Customer Experience Management, Process Improvement, Data Analysis, Documentation

> The Customer Experience Associate serves as a trusted point of contact for students, parents, therapists, and insurance partners, resolving issues and owning support cases end-to-end. This role involves identifying friction points, building processes, and collaborating with operations to improve the customer journey...

## Job description

## 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

- Bilingual — you are fluent in both Spanish and English
- 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 work ethic — you roll up your sleeves and do what needs to be done — comfortable picking up the phone, handling high volumes of requests, and doing the unglamorous work that matters
- Acts with patience and integrity — you don't avoid or rush difficult cases; you take the time to understand what is needed, involve the right partners, and follow through on the right solution even when it is difficult or inconvenient
- Team-first — you notice when a colleague is overloaded and step in to help when you have capacity
- Clear communicator — you communicate complex cases with clarity and empathy to families and share updates, decisions, and risks effectively with managers and colleagues, both verbally and in writing
- Adaptable — you adjust quickly as priorities, tools, and processes evolve and continue making sound decisions when information is incomplete

## Nice to have

- Healthcare customer service experience — you have supported patients, families, or providers in a healthcare or mental health setting
- Systems-oriented — you notice recurring friction and look for practical, root-cause solutions rather than relying only on one-off fixes
- Startup experience — you have worked in an early-stage or fast-growing startup where priorities and processes evolve quickly

## Why Marble

- Direct impact on kids' mental health access — this work is meaningful
- Greenfield opportunity to build something from the ground up, with leadership support and a clear growth path
- Small, experienced team that moves fast and takes the work seriously
- Competitive compensation, benefits, and equity

## Compensation

Marble offers competitive compensation for this role. Compensation includes a base salary, equity, and full benefits.

## About Marble Health

## Company Overview
- **One-liner**: Marble Health is building the operating system for youth mental health, connecting schools, therapists, families, and health plans on a single platform to unlock fast, affordable access to care.
- **Entity Type**: Private (Series A – II; total raised $20.5M)
- **Headquarters**: New York, New York, USA
- **Founded**: 2024
- **Founders**: Co-founders who previously co-founded Headway (individual names not publicly disclosed)

## Core Business
- **Primary industries**: Youth mental health, healthcare technology, education support
- **Target customers**: B2B (school districts, health plans) and B2C (students aged 12–18 and their families), with a strong focus on serving Medicaid and commercially insured populations
- **Mission statement**: “Make it dramatically easier for young people to get the mental health care they need, and provide the products that make that care truly effective – ultimately enabling a happier and healthier generation of young people.” ([builtin.com](https://builtin.com/company/marble-health))

## Products & Services
- **Virtual Therapy Platform** (Service): Offers individual, group, and family therapy sessions via video with licensed therapists. Students can schedule an appointment within 4 days; no waitlists. Accepts most insurances, including Medicaid, making care affordable.
- **School Integration Suite** (SaaS / Platform): A tool for school counselors to refer students to care with just a few clicks, enabling seamless communication between therapists, school staff, and guardians. Designed to address issues like bullying, school avoidance, and performance anxiety.
- **AI‑Powered “Therapist Ironman Suite”** (AI Software, in development): A set of AI tools that assist clinicians with documentation, provide real‑time guidance during sessions, and serve as a therapy “copilot” for students between sessions. Aimed at raising care quality at scale.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric (Total Funding)**: $20.5M raised as of Series A – II (latest round $15.5M raised approximately 8 months prior to July 2026) ([cbinsights.com](https://www.cbinsights.com/company/marble-health))
- **Notable Investors/Partners**: Lead investors not identified in available sources
- **Growth Signals**:
  - Headcount: ~35 total employees, ~10 in Product & Tech roles ([builtin.com](https://builtin.com/company/marble-health))
  - Office policy: Hybrid (3 days in‑office: Monday, Tuesday, Thursday) – indicating deliberate in‑person collaboration while maintaining flexibility
  - Rapid funding progression from founding (2024) to Series A within the first year

## Competitive Advantages
- **Platform‑centric integration**: Uniquely connects the four siloed stakeholders (schools, therapists, families, health plans) that all share incentives to improve youth mental health but have historically lacked a unified operating system.
- **Insurance‑first approach**: Accepts a broad range of plans including Medicaid, removing the financial barrier that often prevents families from seeking care.
- **Speed to care**: Guarantees a first therapy appointment within 4 days, drastically reducing the typical wait time.
- **AI‑driven quality**: Investing early in AI tools to augment therapists (documentation, real‑time coaching, student copilot) – a potential moat in a competitive telehealth market.

## Strategic Focus
- **Scaling school partnerships**: Deepening relationships with K‑12 school districts to become the default referral pathway for student mental health.
- **Building the AI “Ironman Suite”**: Continuing to develop and roll out AI capabilities that improve clinician effectiveness and student engagement between sessions.
- **Expanding payer coverage**: Working with commercial insurers and Medicaid plans to broaden the network of covered families.

## Why Work Here
- **Mission‑driven culture**: The team is focused on solving an urgent public health crisis – 1 in 10 teens attempted suicide last year. Employees cite “tackling hard problems at high speed” as a defining trait. ([marblehealth.com/careers](https://marblehealth.com/careers))
- **Hybrid workspace**: 3 days in‑office (Monday, Tuesday, Thursday) at the New York City headquarters, with remote flexibility the rest of the week. Office is pet‑friendly and provides free snacks/drinks. ([builtin.com](https://builtin.com/company/marble-health))
- **Benefits & perks**:
  - Unlimited PTO and company‑wide vacation closures
  - Generous parental leave
  - Health, dental, and mental health benefits
  - Company equity for all employees
  - Paid holidays and company‑sponsored outings
- **Engineering culture**: Fast‑paced, product‑focused environment with early‑stage ownership opportunities. Open roles include Product Engineer, Product Lead (Patients), and AI‑adjacent positions.

## Sources
1. [marblehealth.com – Careers](https://marblehealth.com/careers)
2. [marblehealth.com – Main site](https://marblehealth.com/)
3. [marblehealth.com – About Us](https://marblehealth.com/about-us)
4. [builtin.com – Marble Health Profile](https://builtin.com/company/marble-health)
5. [cbinsights.com – Marble Health Overview](https://www.cbinsights.com/company/marble-health)

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