Customer Success - Support Specialist
SimplePractice - Denver, CO
posted 5 days ago
About the position
At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice. SimplePractice is seeking a friendly, eager-to-learn Support Specialist to join our Customer Success team. In this role, you'll use your passion for collaboration and technology to provide our customers with a world-class experience. You would act as the front line of communication with our customers, serving inbound phone calls as well as assisting customers via chat and email. This role will give you the opportunity to provide tangible value and support to our growing community. This is a full-time hourly (non-exempt) position, with overtime available during peak seasons. We're looking for individuals that can also offer non-traditional business hours availability, including weekends and evening hours, to help us manage our response time goals throughout the entire week.
Responsibilities
- Address basic customer questions about our company and platform's features
- Using critical thinking, professionally provide accurate and thoughtful information to all inbound customer questions by either solving them directly via phone, chat, and/or email meeting SLA targets and following all security and compliance requirements
- When necessary, transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up
- Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed
- Identify patterns in incoming calls and chats and keep an eye out for potential issues
- Escalate product issues to our Technical Support Specialists
- Contribute to achieving ambitious revenue goals
- Implement strategies to directly 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 our knowledge systems
- Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed
Requirements
- You have a bachelor's degree from an accredited college or university
- You have demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
- 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
- A sense of urgency to complete work efficiently and accurately
- Comfortable with ambiguity to determine the best solution for our customers
- Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)
Nice-to-haves
- You're highly empathetic, patient, and really love helping people
- You have excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
- You're self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
- A plus if you have past experience working with Zendesk or in SAAS companies
Benefits
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match
- Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)
