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Salary: USD 65,000 - 80,000 / annual
Marble is building an operating system for youth mental health, connecting schools, therapists, and health plans on a single platform to unlock access to care and improve outcomes for students. The company addresses a critical crisis: last year, 1 in 10 teens attempted suicide, largely due to severe lack of access to quality, affordable care. Marble partners directly with school counselors to connect students to licensed therapists through existing insurance coverage with no waitlists.
As one of the first members of Marble's Customer Experience team, you will serve as a trusted point of contact for students, parents, therapists, school counselors, and insurance partners. You'll own support cases end-to-end, working across teams and channels to resolve questions and issues with speed and care. A key part of your role is identifying patterns in what's breaking or creating friction, then bringing concrete recommendations to product and engineering teams.
You'll build and improve the processes, documentation, and workflows that make the CX function more effective over time, collaborating closely with the broader Operations team to ensure a seamless experience at every stage of the care journey. You'll speak up when something is broken and bring solutions to the table, helping shape how Marble serves its community.
This is a hybrid role based in Marble's SoHo, New York City office, with three days per week on-site. You'll work with an early-stage, fast-moving team of operators who've scaled high-growth startups, move fast on problems that actually matter, and see direct impact in the lives of students navigating mental health challenges.
REQUIREMENTS:
- Fluent in both Spanish and English
- 2+ years of experience at a high-growth startup in an operations or customer experience role
- Demonstrated history of rapid growth and taking on increasing responsibility
- Comfortable with high-volume work, picking up the phone, and handling the unglamorous work that matters
- Relationship-obsessed: care deeply about the people you're serving and the team you're building with
- Thrive in ambiguity and impose structure in dynamic environments
- Growth mindset: see challenges as opportunities to adapt and improve
- Mission-driven and energized by improving access to mental health care for kids
