Customer Experience Strategy & Operations Associate

New York, New York /
BizOps /
Full Time
About Us: 

Torch is a rapidly growing start-up (5x last year) that has raised over $30 million from top VCs including Bessemer Venture Partners, Felicis and FJ Labs. Torch’s mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing the outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and helps them secure the best prices. 

Our founding team has experience from Blackstone, SmartAsset, Dropbox, and Datadog, from schools including Harvard, MIT, and UVA. We’re a close‑knit team that enjoys working together every day to solve real‑world problems. We are working to create better solutions to help healthcare professionals succeed, and are looking for people like you to help bring them to life!

What you’ll do:

We are looking for a seasoned and highly-motivated Customer Experience Associate to help us manage day-to-day customer success operations and workflows for our dental practices. While you don't see it as a patient, dental practices are busier than ever. Torch helps them streamline their supplies and associated paperwork so they can have more time and deliver better patient care. As we grow Torch, one of our priorities is making sure our customers see us as an essential part of their office operations. Our CX Associates will be a crucial part of helping us achieve this!

 The Customer Experience team will serve as the voice of the customer while working closely with cross-functional partners to ensure we’re exceeding the expectations of dental practices. As a CX Associate, you’ll be crucial to surfacing customer needs to the larger Torch team and developing solutions that will delight our customers!

What we are looking for:

-Exceptional communication skills with ability to articulate ideas and complex information in a clear and concise manner
-Leads with a customer-first mindset
-A strong passion for understanding and solving user problems with high levels of ambiguity
-Data-driven problem solver who is confident with analysis and interpreting data
-Positive, proactive attitude and ability to multi-task and ruthlessly  prioritize in a fast-paced environment
-Scrappy and detail-oriented problem solver who will stop at nothing to get things done
-Hands-on collaborator with the ability to serve as both a leader to fellow team members and a stakeholder in cross-functional settings
-Proven interest  in technology and software
-Minimum of 3+ years of customer-facing experience
-Experience with ticketing or CX Tools (Zendesk, Intercom, Podium, etc.) is a plus

Why Torch: 

-Collaborative, supportive, and high performing culture
-Health Benefits: medical and dental coverage with Aetna, One Medical
-401k benefits with Slavic
-Unlimited and flexible paid time-off
-Maternity and Paternity leave
-Commuter benefits
-Structured training program to help you learn critical business skills
-Competitive salary and career planning with a focus on professional development 
-Fully stocked pantry and fridge
-An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.