Customer Advocate
SimplePractice is the fastest growing SAAS company in the mental health practice management space. Our offices are currently located 10 blocks from the beach in Santa Monica. We’ve got big plans and we are looking for an awesome team member to help us take our services to the next level.
You’ll be an integral member of the customer success team, getting to know and responding to thousands of SimplePractice customers and working collaboratively with our team to constantly improve our customer success materials and processes. This role will give you front row access in a startup while you provide tangible value and support to our growing community.
What is the structure of this job?
This is a full-time position with a 90 day trial period. While there is some flexibility in hours, we request you to be present in the office in Santa Monica for the first 3 months with room for more flexibility over time. Our busiest times are earlier in the week, so occasionally we may ask you to check in on the weekends to see if anything urgent has arisen with our customers.
There is an opportunity for remote work down the line, though we love collaborating in-person and building our team culture face to face!
What would you do for us?
Triage incoming customer support emails to other specialty agents, answering up to 20% of all new emails
Work with customers online and over the phone with screen sharing to help our customers learn and effectively use our product.
Help your team answer all incoming inquiries in 60 minutes or less, continually striving for swifter response time
Work with the support team to identify patterns in support emails and keep an eye out for bugs or problems with the software
Take ownership of routine problems with intuitive problem-solving skills, and escalate high-risk problems to our Support Team Lead
Our Customer Advocate Must-Haves:
High capacity, self-managing, and have a sense of urgency to complete work efficiently and accurately
Experimental personality, and can quickly make edits to knowledge base articles or add new articles on the fly
Upbeat, fun, and confident, and can pitch in on-camera in some of our live online customer classes
Tech savvy and comfortable with web apps - Slack, Messenger, Zendesk, Google Docs, and the like help run our business. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have.
More About You:
You’re highly empathetic and patient, and really love helping people
You’re obsessive about creating an exceptional experience for each of our customers
You have impeccable written and verbal communication skills, with an emphasis on casual, friendly, conversational tone
You’re self-managing, self-starting, and self-motivating, and can organize in a multitasking environment and can adjust priorities on-the-fly
Big plus if you have past experience working with Zendesk or in start-up environments
What’s the compensation?
Compensation will be based on experience and requirements.
If you’re interested, send us your resume along with a couple lines about why you’d like to join our team, and some fun facts about your Myers-Briggs personality type. In your cover letter, please include a writing sample by answering these 3 support related questions:
Question 1:
A customer writes in, frustrated that he upgraded 2 weeks into his free 30 day trial. He says he didn’t understand that by entering his credit card information and upgrading his account, he would be voiding the remaining time on his 30 day trial and his account would be upgraded to a paid account immediately. He wants to get his full 30 days free. What is your response?
Question 2:
You open up the support queue in the morning and see what look like 5+ emails about the same issue. What do you do?
Question 3:
How would you walk someone through the steps of creating a new recurring appointment on the calendar in SimplePractice?
The ZipRecruiter job matching algorithm analyzes millions of jobs from hundreds of job boards to instantly return the most relevant results. Here are some additional tips to help you optimize your search:
- Job titles are best:
Searching for a specific job title provides more accurate results than company names or other keywords. software engineer is better than coder, and registered nurse is better than hospital. - Zip code can help narrow your location:
For location, a zip code is generally more precise than entering city, state. - You can use quotes:
Surround multiple terms in quotes to treat them as a phrase, like: "program manager" or "dental hygenist". - You can exclude certain terms:
Enter a minus sign before any terms you want to exclude, like: -travel or -"entry level". - You can require certain terms:
Enter a plus sign before any terms you want to require, like: +full-time or +"full benefits".
Got it, thanks!