Product Specialist

| Santa Monica
Email - [email protected] w/ "Built In" in the subject line.
Apply now

We’re looking for a friendly, eager-to-learn product specialist 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 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 Santa Monica at 9am for the first 3 months. While our busiest times are earlier in the week, we’re looking for individuals that can offer weekend availability to help us manage our 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?

  • Triage incoming customer support emails to other specialty agents, answering up to 30% of all new emails
  • Help your team answer all incoming inquiries in 60 minutes or less, continually striving for swifter response time
  • Answer customer chats, phone calls, and hold live screen sharing sessions with customers
  • Lead live Q&A product orientation sessions and 1 to 1s
  • 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 Product Specialist 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 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, user-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.

We have a beautiful office located in Santa Monica, CA just steps from the beach. People love working here because we practice what we preach about balance and health. On sunny California days, we take breaks and eat lunch together outside. We meditate. We read. We listen. We share. Our internal culture of helping each other succeed spreads to how we treat our customers.

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Email - [email protected] w/ "Built In" in the subject line.
Apply now
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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.
11801 Mississippi Ave, Los Angeles, CA 90025

Insider's spotlight

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 Onboarding & Education Specialist

How has your career grown since starting at the company?

I started out in Customer Success and slowly started taking on more responsibilities outside of my role. After about a year, I proposed a new role to leverage my interest and skills in writing, and was given the opportunity to work on our product communications. Now I've fully transitioned onto the marketing team and learn something new everyday.

Phil

Product Communications Manager

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 partnerships, launching new channels of communication for customers, and so much more!

Deepa

Business Development Associate

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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Email - [email protected] w/ "Built In" in the subject line.
Apply now
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