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 and services. 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.

We are looking for a dynamic, energetic leader with outstanding customer care skills, refined and proven managerial skills and a passion for excellence. The Customer Success Phone Support Manager will build and manage a team whose primary responsibility will be to effectively respond to incoming calls requesting product/services information, seeking support in the use of our platform, and resolving common issues in account management and administration.

What is the structure of this job?
This is a full-time, exempt position. There is some flexibility with working hours over time, but we request you to be present in our West L.A. office at 9:00am for the first several months of employment. 

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.

Duties and Responsibilities:

• Hire, train, coach, and motivate Phone Support team members
• Supervise and manage day-to-day Phone Support operations in a fast-paced environment 
• Prepare reports and analyze call data to improve processes, ensure resources are properly allocated, maximize efficiency and customer satisfaction
• Develop strategy with other team leads on how customers interact with Customer Success within our support channels, including when and how support is offered and available
• Work with internal Quality Assurance to set and deliver on service goals and objectives, and conduct QA call reviews with team members on a weekly basis
• Work with other Customer Success team leads to maintain alignment with service goals
• Handle escalated customers and issues, and Phone Support group members through difficult calls or issues
• Assist the management team in identifying trends and establishing Customer Success goals
• Act as the Phone Support channel voice of the customer across the organization
• Identify new tools and technologies to better serve the Phone Support channel and overall Customer Success team
• Drive sales through assisting customers evaluate if the SimplePractice platform is a good fit for their business
• Ensure adherence to the company HIPAA and Privacy Policies
  

Our Phone Support Manager Must-Haves:

• 2+ years of experience leading an inbound call customer support/call center team and a proven successful management track record
• Excellent telephone communication skills required
• Excellent interpersonal, written, and oral communication skills
• Customer-first orientation and ability to adapt/respond to different types of characters
• Strong problem solving and diplomacy skills
• Experience with creating and maintaining reports that provide insight into operations, call drivers, and achievement of goals
• Excellent computer skills with proficiency in G Suite tools

More About You:

• Demonstrate positive, consistent, customer-focused, results-driven attitude
• Embrace challenges and setbacks
• Ability to create an environment of innovation and continual improvement together with self-help/self-service team
• Drive significant increases in self-service adoption through use of data and customer insights to drive change and continuous improvement.

Bonus:

• Past experience with launching a first-time phone support channel 
• Past experience working with Zendesk
• Past experience working in startup environments

California Job Applicant Privacy Notice

 Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, we may collect the following categories of personal information about you: 

• Identifiers (e.g., name, address, email address, and phone number); protected characteristics (e.g., sex, gender, age, citizenship, disability status, and veteran status); professional or employment-related information (e.g., employment history, educational background, certificates and licenses, work eligibility information and other information obtained from your resume, cover letter, your responses to our application questions, background check forms, and your references); other personal records (e.g., signature, photograph, and criminal background information); and inferences drawn from personal information collected (e.g., creating a profile that reflects your abilities and aptitudes).
  

We collect the above categories of personal information for the following business purposes:

• To perform recruitment and hiring services; to manage the workforce; to comply with federal and state laws, and to maintain security (e.g., to detect and prevent against security risks and incidents, to prevent against fraudulent or illegal activity, and to ensure compliance with our company policies and procedures). 
  

For more information about our privacy practices, please visit our Privacy Policy or contact us at [email protected].