Customer Success Investigative Specialist

| Greater LA Area
We’re looking for a friendly, eager-to-learn investigative specialist to join our customer success team. In this role, you will use your passion for tech to provide our customers with a world class experience. 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 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. There is some flexibility with working hours over time, but we request you to be present in the office in Los Angeles for the first 3 months. While our busiest times are earlier in the week, we’re looking for individuals that can offer early morning (7:00am) weekday and weekend availability to help us manage our team's response time goals throughout the entire week.
There is an opportunity for some remote work down the line on an ad hoc basis, but the option to work remotely full time is not an option - we love collaborating in-person and building our team culture face to face!
What Would You Do for Us?
  • Investigate and troubleshoot complex issues that our customers face with our insurance billing features by utilizing intuitive problem-solving skills 
  • Escalate issues and high-risk problems to our clearinghouse's developers/engineers
  • Offer guidance and thoughtful problem-solving for our customers that are new to our insurance billing features 
  • Be the liaison between our customers and the clearinghouse we work with to process our insurance claims, payment reports, and enrollments
  • Work with your team to identify patterns in support emails and keep an eye out for bugs or problems with the software
  • Answer customer chats, phone calls, and hold live screen sharing sessions with customers
  • Lead live customer 1 to 1s
  • Help your team answer all incoming inquiries in 60 minutes or less, continually striving for swifter response time
Our Investigative Specialist Must-Haves
  • Highly inquisitive, self-managing, and have a sense of urgency to complete work efficiently and accurately
  • Comfortable with ambiguity to determine the best solution for our customers 
  • Ability to manage multiple platforms of communication
  • 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, Asana, Zendesk, Google Docs, and the like. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have
More About You
  • You have the ability to explain complicated concepts in a clear and concise manner
  • You’re highly empathetic, 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, and a conversational tone
  • You’re a self-starter, can organize in a multitasking environment, and adjust priorities on-the-fly
  • A plus if you have past experience working with Zendesk or in start-up environments
  • A big plus if you know the journey of an electronic claim 
  • Insurance experience not necessary
What's the Next Step?
Great question! If you’re interested and would like to be considered for this role, please provide us with your resume and respond to the following - Questionnaire.
About SimplePractice
We build software that helps health & wellness professionals run their private practice. We’ve helped thousands of professionals by offering intuitive, people-centric software that’s totally focused on running a business and helping patients. That’s what our customers care about so that’s all we care about. We know this because we value relationships and constantly speaking with customers is the only way to deliver a great product. We’re a growing startup founded by a successful entrepreneur who was a therapist himself at one point in his career.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactJSLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • AmplitudeAnalytics
    • HotjarAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • BaseCRM
    • MailChimpEmail
    • OutboundEmail

Location

Walking distance to great restaurants, coffee shops, and shopping centers. Plus, abundant parking and close to the Metro Expo.

An Insider's view of SimplePractice

What’s the vibe like in the office?

Everyone is really kind and hard-working in a way that pushes you to do your best. We always strive to have clear communication so that politics and games don't factor into daily work. It really does feel like we're on the same team, working towards common goals. I go home every night proud of what I've accomplished.

Emily

Lead Visual Designer

How do you collaborate with other teams in the company?

Although not always possible, I'm old school and try to have in person interactions with other team members whenever I can. Developing an understanding of what other department goals are has also helped me build relationships with others as a way to see we are all supporting one common company mission.

Cate

Customer and Team Onboarding Lead

How has your career grown since starting at the company?

SimplePractice has not only offered me a chance to get a feel for start up culture and expand my professional toolkit, but also to foster a sense of collaboration unlike anything I’ve experience before. In the year since my first day in the office, I’ve learned in that time to assist my teammates in my new role as the Product Specialist Team Lead.

Michael

Product Specialist Team Lead

What projects are you most excited about?

I have the opportunity to execute projects for the strategic initiatives, marketing, and customer success departments. These projects include creating marketing campaigns to highlight product features and initiatives, establishing and maintaining partnerships, launching new channels of communication for customers, and so much more!

Deepa

Senior Associate, Strategic Initiatives

What are SimplePractice Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
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