Weekend Customer Success Specialist - Santa Monica

| Santa Monica

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


In this role, you will use your passion for technology 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 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. After the onboarding/education period, your standard shift will be Thursday through Monday. There is some flexibility with which weekday days can be worked over time, but weekend day coverage will be standard.


What would you do for us?

Primary Responsibilities

  • Respond to customer inquiries about our company and platform's features
    • Answer all inbound support emails within 60 minutes or less, continually striving for swifter response time
    • Triage incoming customer support emails to other specialty agents, answering up to 30% of all new emails
    • Participate in live chat during our standard business hours
    • Schedule live customer screen sharing sessions and phone calls as needed
    • Investigate and troubleshoot complex issues that our customers face with our product by utilizing intuitive problem-solving skills 
    • Identify patterns in incoming support emails and keep an eye out for potential issues
    • Escalate product issues to our Technical Support Specialists
  • Participate in Customer Success onboarding and education programs and efforts
    • Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
    • Increase our customers’ product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos
  • Maintain alignment with the larger Customer Success group and other internal stakeholders
    • Identify and report knowledge gaps in our group and work to get them added to our Knowledge Systems
    • Work with our Product, Engineering, Marketing, Compliance, and Partnerships groups to handle customer inquiries when inter-department collaboration is needed
       

Our Customer Success Specialist Must-Haves:

  • 1-2 years of professional work experience 
  • A sense of urgency to complete work efficiently and accurately
  • Comfortable with ambiguity to determine the best solution for our customers 
  • Comfortable with managing a large number of computer based programs, applications, and toolsets simultaneously to perform job duties
  • 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, ScheduleOnce, 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 have impeccable written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
  • You self-manage, are a self-starter, are self-motivated, and can adjust priorities on-the-fly
  • A plus if you have past experience working with Zendesk or in start-up environments
     
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • KotlinLanguages
    • EmberLanguages
    • ReactJSLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • HotjarAnalytics
    • PeriscopeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • BaseCRM
    • MailChimpEmail
    • SendGridEmail
    • 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

Training Manager

What are some things you learned at the company?

I've learned that the projects that are meaningful to me most are the ones that seem small in scope and design effort, but truly add a lot of value to our customers daily lives. To be able to see the tangible effects these project have for the customer is extremely rewarding.

Jeff Doan

Director of Growth Design

What projects are you most excited about?

I have the opportunity to execute special projects focused around our partnerships. These projects include creating marketing campaigns to highlight product features and initiatives, establishing and maintaining partnerships, launching new channels of communication, and so much more!

Deepa

Partnerships Manager

What are SimplePractice Perks + Benefits

SimplePractice Benefits Overview

We take care of the people who take care of our customers.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Promote from within
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