SimplePractice
SimplePractice empowers private practices to thrive.
Santa Monica, CA
Hybrid

Customer Advocate

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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?

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What are SimplePractice Perks + Benefits

SimplePractice Benefits Overview

We take care of the people who take care of our customers. We offer 100% medical, dental, vision plans and an attractive 401k. We also offer generous PTO and wellness perks including an Employee Assistance Program (for mental health counseling, legal and financial consultation).

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Family medical leave
Vacation & Time Off Benefits
Paid volunteer time
Paid holidays
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Catered lunches in the LA office
Company-sponsored happy hours
Onsite office parking
Garage parking included
Pet friendly
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available
Paid industry certifications

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