Customer Success - Support Specialist

$46,000 - $48,000/Yr

Simplepractice - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Professional, Scientific, and Technical Services

About the position

SimplePractice is seeking a friendly and eager-to-learn Support Specialist to join our Customer Success team. This role focuses on providing exceptional support to our customers, acting as the first point of contact for inquiries via phone, chat, and email. The Support Specialist will utilize their passion for collaboration and technology to enhance customer experiences and contribute to the overall success of the company.

Responsibilities

• Address basic customer questions about our company and platform's features.
• Provide accurate and thoughtful information to all inbound customer questions via phone, chat, and email, meeting SLA targets and following security and compliance requirements.
• Transfer customer calls and/or chats to appropriate Customer Success team members for follow-up when necessary.
• Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed.
• Identify patterns in incoming calls and chats and monitor for potential issues.
• Escalate product issues to Technical Support Specialists.
• Contribute to achieving ambitious revenue goals.
• Implement strategies to impact trial-to-paid conversions and customer retention.
• Identify and maximize opportunities for potential upsales and paid add-on feature adoption.
• Help identify potential product enhancements, including for paid add-on features like Telehealth.
• Maintain alignment with the larger Customer Success team and other internal stakeholders.
• Identify and report knowledge gaps and work to get them added to knowledge systems.
• Collaborate with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed.

Requirements

• Bachelor's degree from an accredited college or university.
• 2 to 3 years in a customer support or service industry role, serving a diverse and professional customer base.
• Excellent communication, problem solving, and phone skills.
• Comfortable working directly with customers in urgent and sensitive scenarios.
• Ability to self-manage towards defined goals and prioritize among many tasks.
• Comfortable with ambiguity to determine the best solution for customers.
• Experience managing and troubleshooting multiple computer-based programs and applications.

Nice-to-haves

• Experience with Zendesk or in SaaS companies.
• Highly empathetic and patient with a passion for helping people.
• Excellent written and verbal communication skills with a casual, friendly tone.
• Self-managing and self-motivating with strong organizational skills.

Benefits

• Paid parental leave
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Vision insurance
• 401(k) matching