Customer Success - Support Specialist

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

SimplePractice is seeking a friendly, eager-to-learn Support 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. 

In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class experience. You would act as the front line of communication with our customers, serving inbound phone calls as well as assisting customers via chat and email. 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

• Address basic customer questions about our company and platform’s features
  • Using critical thinking, professionally provide accurate and thoughtful information to all inbound customer questions by either solving them directly via phone, chat, and/or email meeting SLA targets and following all security and compliance requirements
  • When necessary, transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up
  • Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed
  • Identify patterns in incoming calls and chats and keep an eye out for potential issues
  • Escalate product issues to our Technical Support Specialists
• Contribute to achieving ambitious revenue goals
  • Implement strategies to directly impact trial-to-paid conversions and customer retention
  • Identify and maximize opportunities for potential upsales and paid add-on feature adoption
  • Help identify potential …