About Us

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

We’re looking for a friendly, eager-to-learn Customer Success Associate (Insurance Associate) 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. 

In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class experience. This role will give you the opportunity to provide tangible value and support to our growing community.

This is a full­-time hourly (non-exempt) position, with overtime available during peak seasons. We’re looking for individuals that can also offer non-traditional business hours availability, including weekends and evening hours, to help us manage our response time goals throughout the entire week. 

Responsibilities

• Respond to basic customer questions about our company, platform, and insurance billing features 
  
  • Answer all inbound support emails related to insurance basics within 60 minutes or less, continually striving for faster response times
  • Triage incoming customer support emails to specialized CS team members as needed
  • Participate in live chats with customers as needed
  • Schedule live customer screen-sharing sessions and phone calls as needed
  • Identify patterns in incoming support emails and keep an eye out for potential issues  
  • Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial as needed
  • Work with other SimplePractice groups to handle customer inquiries when inter-department collaboration is needed
• Contribute to achieving ambitious revenue goals
  
  • Implement strategies to directly impact trial-to-paid conversions, customer retention, and insurance-generated revenue
  • Identify and maximize opportunities for potential upsales and paid add-on feature adoption
  • Help identify potential product enhancements, including for insurance billing features and integrations
• Serve as a liaison between our customers and insurance clearinghouse for basic insurance inquiries
  
  • Open support requests with our clearinghouse to address customers’ basic insurance claims and enrollments issues
  • Hold our clearinghouse accountable to our SLA and to providing weekly updates for ongoing inquiries 
  • Identify and report knowledge gaps and work to get them added to our knowledge systems

Desired Skills & Experience

• A sense of urgency to complete work efficiently and accurately
• Comfortable with ambiguity to determine the best solution for our customers 
• Comfortable with simultaneously managing a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)
• Upbeat, confident, and a team player 

Bonus Points

• You’re highly empathetic and patient, and really love helping people
• You have excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
• You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
• Upbeat, confident, and a team player 
• A plus if you have past experience working with Zendesk or SAAS companies

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)

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, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

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