People Matter

Customer Care & Service Operations Representative

Alpine Oral Tech

Alpine Oral Tech

Customer Service, Operations
Posted on Wednesday, April 12, 2023
Fresh Health is on a mission to eliminate oral disease by making it incredibly easy and enjoyable to achieve oral health. Oral diseases are the most common diseases in the world and affect not only your mouth but also your entire body -- yet few people care for their teeth and gums effectively and consistently. To address this challenge, Fresh is building a true platform for oral health, with products and services that allow simple, fast, and ultra-effective care. Fresh has developed the world’s first fully automated oral health system, with a completely new, clinically validated device that cleans your teeth and gums in just 7 seconds needs and at the same time can give users fresher breath, healthier gums, whiter teeth, and reduced sensitivity, depending on their personal needs.
Founded in 2017 with an engineering team based in Mountain View, CA, Fresh Health is backed by Khosla Ventures, oral health-focused venture firm SpringRock, and Ensemble Innovation Ventures of Delta Dental of Colorado. Fresh is guided by a highly accomplished and well-respected group of advisors from the oral care and health tech industries.
Opportunity for Impact:
The Customer Care & Service Operations Representative will be mission-driven and will be a champion of the company’s vision to improve the health of millions – fighting chronic diseases such as heart disease and Alzheimer’s dementia through improved oral health. Not only providing traditional customer care, this team operates at the intersection of our customers, our products, and the brand’s evolution. The work begins with the customer through troubleshooting, providing exceptional service and operational excellence, but ends with supporting the organization through cross-functional reporting and improving processes. This role will report into the Manager of Customer Service & Service Operations and will be an influential leader as this team develops and grows.

Role & Responsibilities:

  • Guarantee all customer care inquiries (email and phone) are being answered in a timely and efficient manner within set SLAs.
  • Oversee customer return process working cross functionally with the customer, 3PL partner, and supply chain team to ensure a seamless reverse logistics process.
  • Track and analyze product issues to stay on top of any trending issues and suggest/call -out/discuss possible product improvements with cross-functional product teams.
  • Create and maintain training materials for customer care systems and processes to be used when training new team members.
  • Work with supply chain team and 3PL partner to ensure essential repair and service parts stocked and managed effectively.
  • Update FAQs and FRESH help center to stay on top of changing company policies making certain the latest is forward facing for all consumers.
  • Assist dental practitioners with general questions regarding product, and use of software platform.
  • Connect, onboard, and assist FRESH pre-order customers.
  • Collaborate with our 3PL partner on feedback from customers and examine issues that arise.
  • Assist marketing with special projects and/or promotions.
  • Serve as backup for the Manager of Customer Care & Service Operations in their absence.

Professional & Personal Qualifications:

  • Minimum 5 years experience in a customer care department.
  • Experience customer troubleshooting, and servicing a plus.
  • Excellent communication, organizational and analytical skills.
  • Lead and motivate by example.
  • Data-driven, detail and process oriented.
  • Flexible working across multiple US time zones


  • Competitive salary and equity
  • Health, Dental and Vision, including PPO, Kaiser and HSA. 100% employee + 50% dependent coverage
  • Hybrid work model and generous vacation
  • Retirement options: 401(k), IRA
  • FSA health & dependent care
  • Physical, emotional, and financial wellbeing perks
  • Commuter benefits
  • Employee Assistance Programs
  • Robust benefit options through our PEO including Life/ AD&D, disability insurance, global travel assistance, identify theft and more
Fresh Health is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You do not have to match all the listed requirements exactly to apply. We believe that our organization and culture are made stronger through diverse perspectives and experiences.