[Hiring] Provider Experience Advocate @BetterHelp

Role Description

The Provider Experience Advocate plays a key role in supporting and empowering BetterHelp’s network of therapists by providing timely and high-quality assistance. This position ensures that therapists have the resources, tools, and information they need to succeed on the platform while maintaining excellent communication and resolution standards.

Reporting to the Provider Experience Team Lead, the Provider Experience Advocate will efficiently handle tickets, resolve complex issues, identify trends for process improvement, and support initiatives that enhance therapist engagement and satisfaction.

What will you do?

• Handle approximately 500–600 tickets per week, addressing inquiries from therapists with efficiency and accuracy.
• Handle escalated or complex issues that require additional attention or cross-team coordination, ensuring swift and appropriate resolutions.
• Identify trends or recurring issues and collaborate with internal teams to recommend process improvements or resource updates.
• Maintain deep knowledge of platform tools, policies, and procedures to guide therapists effectively.
• Collaborate with other departments (Clinical, Product, Legal, etc.) to streamline workflows and enhance the overall therapist experience.
• Support new initiatives and projects that aim to improve therapist engagement, satisfaction, and retention.

What will you NOT do?

• You will NOT worry about "runway", "cash left", or "how much time we have until the next round".
• You will NOT be confined to your "job".
• You will NOT be bogged down by office politics, ego, or bad attitude.
• You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance.

Can I work remotely?

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

Qualifications

• 1-2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role.
• Excellent written and verbal communication skills.
• Proven ability to manage a high-volume workload with strong attention to detail, accuracy, and efficiency.
• Ability to multi-task in various systems.
• Skilled in handling escalated or complex inquiries, including those needing cross-functional collaboration, with sound judgment and problem-solving ability.
• Adaptable and proactive, with the ability to support new initiatives and strategic projects.
• Ability to work independently, as this is a remote team.

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company.
• Competitive compensation.
• Holistic perks program (including free therapy, employee wellness, and more).
• Excellent health, dental, and vision coverage.
• 401k benefits with employer matching contribution.
• The chance to build something that changes lives – and that people love.
• Any piece of hardware or software that will make you happy and productive.
• An awesome community of co-workers.