Customer Care Advocate

About this role

Career-defining. Life-changing.
At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career
About This Role:

Position Summary

The Customer Care Associate serves as the primary advocate for customers, delivering exceptional support across voice, chat, SMS, email, and emerging digital channels. This role partners with AI-enabled tools, data insights, and sound judgment to resolve customer issues, manage complex situations, and deliver outstanding customer experiences.

As Customer Care continues its digital transformation, this role evolves beyond transaction processing to focus on customer resolution, exception management, continuous learning, and operational improvement. Successful associatesleveragetechnology to work more efficiently while applying critical thinking, empathy, and human judgment in situations where automation alone is not enough.

What You'll Do

Customer Resolution & Advocacy

• Serve as the primary point of contact for customer inquiries across voice, chat, SMS, email, and other digital channels.

• Resolve customer issues with empathy, professionalism, sound judgment, and a focus on first-contact resolution whenever possible.

• Navigate complex or ambiguous customer situations while balancing customer experience, compliance requirements, and businessobjectives.

• Take ownership of customer issues frominitialcontact through resolution, ensuringtimelyfollow-up and clear communication.

• Recognize when situations require escalation and partner effectively with internal teams to achieve positive customer outcomes.

Digital Customer Engagement

• Deliver exceptional customer experiences across voice, chat, SMS, email, and emerging digital platforms.

• Effectively manage multiple customer conversations and competing priorities whilemaintainingquality and accuracy.

• Adapt communication style to meet the needs of different customers and communication channels.

• Guide customers toward self-service tools and digital resources whenappropriate.

• Maintainaccuratedocumentation across multiple systems and platforms.

AI & Digital Enablement

• EffectivelyleverageAI-enabled tools, knowledge management systems, and workflow technologies to improve productivity and customer outcomes.

• Validate AI-generated recommendations and information using sound judgment and established processes.

• Navigate multiple technology platforms simultaneously whilemaintainingaccuracy and efficiency.

• Identifyopportunities to improve the use of technology, automation, and digital workflows.

• Actively embracenew technologiesand support ongoing digital transformation initiatives.

Operational Excellence

• Utilize customer data, operational metrics, and feedback to improve individual performance and customer outcomes.

• Monitor personal performance metrics and proactivelyidentifyopportunities for growth.

• Identifyrecurring customer issues, emerging trends, and operational risks, escalating appropriately.

• Maintainaccuratecase documentation while ensuring compliance with company policies and regulatory requirements.

• Demonstrate accountability for quality, productivity, and customer experience metrics.

Continuous Learning & Improvement

• Continuously learn new tools, technologies, and processes in a rapidly evolving environment.

• Identifyopportunities to improve customer experiences and operational efficiency.

• Share ideas that improveknowledgeresources, workflows, and team effectiveness.

• Participate in pilots, testing, and continuous improvement initiatives.

What Success Looks Like

Successful Customer Care Associates consistentlydemonstratethe ability to:

• Learnnew technologies, systems, and processes quickly.

• Adapt to changing priorities in a fast-paced environment.

• Exercise sound judgment when resolving customer issues and managing exceptions.

• Deliver exceptional customer experiences across multiple communication channels.

• Effectively partner with AI-enabled tools whilevalidatingrecommendations and applying human judgment.

• Use customer feedback, operational data, and performance metrics to improve results.

• Take ownership of customer outcomes whilemaintainingcompliance and operational excellence.

• Contribute ideas that improve processes, technology adoption, and the overall customer experience.

Required Qualifications

• High school diploma or equivalent required.

• Ability to use AI-enabled tools effectively to improve business productivity and customer outcomes.

• Ability to work across multiple customer engagement channels, including voice, chat, email, SMS, and other digital platforms.

• Comfort working in a fast-paced environment with changing priorities,new technologies, and evolving processes.

• 2+ years of customer service, customer support, customer success, healthcare support, or relatedworkexperience.

• Experience working across multiple technology platforms and systems simultaneously.

• Strong written and verbal communication skills.

• Demonstrated critical thinking, sound judgment, and independent problem-solving skills.

• Ability to effectively manage multiple priorities whilemaintainingaccuracy and attention to detail.

• Strong customer focus with a demonstrated commitment to ownership and service excellence.

Preferred Qualifications

• Associate's or Bachelor'sdegree.

• Experience supporting customers through chat, email, SMS, or other digital customer engagement platforms.

• Experience using CRM, case…