Product & Customer Experience Associate

Product & Customer Experience Associate

Pretty Good AI Company · Full-time

Why this role exists

Pretty Good AI builds voice AI agents for healthcare practices on athenaOne, answering calls 24/7 alongside web chat and two-way SMS so patients can get answers, book appointments, request medication refills, and process faxes whenever they need to — while practice teams handle less administrative work. We've taken millions of patient calls just a few months after launch, and customers treat us as their one indispensable technology vendor: we're a 5-star rated voice AI solution for healthcare practices. Our founders have had multiple exits, and in this role you'll work directly with them, learning firsthand how healthcare practices buy and use AI.

That's this role. You'll be on the pitch call, in the go-live, on the support thread, and in the conversation where we decide what to build next. You are the connective tissue between the people using our product and the people building it.

We are seeking a curious, motivated, and highly organized team player who thrives in our dynamic, fast-paced startup environment. The ideal candidate takes full ownership of their work, communicates clearly, and is eager to grow into a leadership role focused on building lasting customer relationships. You are ready to wear multiple hats, embrace ambiguity with a proactive mindset, and contribute directly to our team's culture and rapid scaling.

Interested in joining the team? We prioritize what you can actually do over what is on your resume, so our process begins with a brief challenge designed to see how you think and solve problems (instructions provided once you apply). 

About the opportunity

Healthcare is undergoing a generational shift, and AI is at the center of it. In this role, you aren't just observing the change: you are directly shaping the tools that physicians and administrators rely on every day. 

Because this is a high-stakes environment where software directly impacts patient outcomes and clinic operations, your work has immediate, tangible impact. You'll work at the intersection of product, engineering, and customer experience, gaining cross-functional expertise. This is a dynamic and evolving role that allows for growth across multiple areas of expertise; there is no better vantage point to see how a company is built from the ground up than this one.

About our culture

Deeply devoted to the success of our customers, we thrive on solving the most difficult challenges facing healthcare organizations today. Founded by the engineering team that built Outlook for iOS and Android, and led Instacart's AI transformation – our team now applies that same first-principles thinking to healthcare operations.
 

While operating in a fast-paced, high-energy startup environment, we also prioritize building a collaborative environment where every challenge is an opportunity to innovate. Our team members have a real voice, clear accountability, and the chance to see their direct impact on our company's growth. We take pride in collaborating and actively cheering each other on – driven by a shared commitment to growth, high impact, and continuous learning. 

 

What you'll actually do

• Pitch. Run product demos and discovery calls, first alongside our founders and then on your own. Learn the clinical case and the economic case well enough to defend both to a skeptical CMO and a spreadsheet-driven CFO in the same meeting.
• Launch. Own onboarding end to end for new customers: implementation plan, integration timeline, training sessions for clinicians and front-desk staff, go-live, and the intense few weeks after go-live where adoption is actually won or lost.
• Listen. Run regular reviews with customers. Turn "it’s not offering nurse appointments” into an actual diagnosis (a workflow conflict, a permissions gap, a training miss, or a real product problem).
• Translate. Sit between customers and engineering and write requirements our team can act on: the workflow as it really happens, the constraint, the edge case, how often it comes up, and what breaks if we ignore it. Good translation here is the highest-leverage thing you'll do.
• Unblock. Triage inbound support. Resolve what you can, escalate what's real, and fix the documentation behind anything you've now answered three times.
• Run the plan. Project-manage all of the above across several accounts at different stages, and keep everyone — customer, engineering, leadership — honest about dates.

What we're looking for

• You've graduated recently, or are about to. No specific major; career changers welcome!
• You are eager to step into leadership and a customer-facing role, ready to grow quickly from being the least experienced person in the room into someone who leads high-level conversations with C-suite executives.
• You are naturally curious and eager to learn, particularly at the intersection of emerging technology and the healthcare sector.
• You are a collaborative team player who is genuinely excited to learn and contribute meaningfully to the team's shared success.
• You are highly organized, capable of managing competing priorities, tracking complex workflows, and maintaining meticulous attention to detail.
• You are an articulate and empathetic communicator, who loves building meaningful partnerships, and able to convey complex ideas clearly across both written and verbal communications.
• You possess a foundational understanding of AI tools (or a strong desire to learn) and are motivated to integrate these technologies into your daily routine to drive efficiency.

Helpful, not required: any prior healthcare exposure (scribe, EMT, clinical research, clinic ops, health policy), comfort with spreadsheets or SQL, a startup internship, or something you built and shipped on your own.

Details

• Compensation: $25 / hr
  • 30–45+ hours/week
• Location: Remote
• Remote work requirements: Remote employees must be based within the US
• Schedule: Full time

How we hire

1. Written exercise (take-home) — we send you a messy customer call. You send back a form with your evaluation of the call and a video recording (instructions provided when you apply).
2. Intro call (30 min) — your background, our stage, mutual fit.
3. Team conversations — engineering and leadership.
4. References, then offer. We aim to move start to finish in under three weeks.