We’re looking for a friendly, eager-to-learn Customer Success Coordinator to join our Customer Success team.
 

SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. You’ll be an integral member of the Customer Success team, getting to know and respond to 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 hourly (non-exempt) position, with overtime offered during peak seasons. For the first 3 months of employment, you'll be expected to be available for onboarding and education from 9:00am to 6:00pm, Monday through Friday. There is some flexibility with working hours over time. We’re looking for individuals that can also offer non-traditional business hours availability, including weekends, to help us manage our response time goals throughout the entire week.

What would you do for us?

Communicate with customers 

• Notify customers by phone, email, and mail if a subscription renewal is past due
• Follow-up as needed to avoid account closure and data deletion
• Communicate tactfully and empathetically with customers whose accounts have violated agreement terms
• Respond to customer emails and calls asking for detailed billing charge breakdowns, refunds, or who have disputed their subscription charges
• Troubleshoot account log in issues with customers by phone and email 
• Unsubscribe customer email addresses from our mailing lists
• View and respond to all voicemails
• Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
• Assist with answering inbound support emails within 60 minutes or less, continually striving for swifter response time

Manage live webinar/class and onboarding call scheduling and feedback

• Schedule live webinars/classes to serve our customers
• Schedule team members to teach live webinars/classes and conduct onboarding calls
• Respond to customer feedback and questions following webinars/classes as needed
• Collect and report on survey trends and attendance, and identify areas for improvement
• Coordinate with our Marketing team on customer lead generation efforts
• Support Customer Success Leads with miscellaneous administrative duties
• Serve as the point person to group Leads for any scheduling coordination for the team such as chat, ticket, or call shifts
• Take responsibility for developing, writing, and updating administrative policies, processes, and guidelines
• Help record and report CS KPI data each month
• Schedule biweekly CS meetings, including preparing the agenda and slide presentation

Our Customer Success Coordinator Must-Haves:

• Prior experience as an administrative coordinator or relevant experience
• Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties
• Excellent problem solving, organizational, and prioritizing skills
• Strong interpersonal skills, conducive to team development
• Ability to work effectively with all customers
• Track record of independently managing multiple projects within deadlines
• Upbeat, enthusiastic, and team player
• Tech savvy and comfortable with web apps - Google Calendar, Slack, Messenger, Zendesk
• Demonstrated strong critical thinking skills

More About You:

• You’re highly empathetic and patient, and really love contributing to the team
• You have impeccable written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
• You self-manage, are a self-starter, and are self-motivated, and can adjust priorities on-the-fly
• Big plus if you have past experience working in sales, customer service, or in start-up environments