Customer Care Advocate

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 effectiv