[Hiring] Support Specialist @SimplePractice

Role Description

We’re looking for 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. There is some flexibility with working hours over time. 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.

Qualifications

• 1+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Bachelor’s degree from an accredited college or university
• Excellent communication, problem solving, and phone skills
• Comfortable working directly with customers in urgent and sensitive scenarios
• 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 and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)

Requirements

• Serve as the primary point of contact for customers by delivering exceptional support through inbound phone calls, chat, and email.
• Provide customer support across assigned communication channels during scheduled work assignments.
• Resolve customer inquiries efficiently by troubleshooting issues, researching solutions, and providing accurate, timely information.
• Transition seamlessly between phone, chat, email, and other support channels as operational needs require.
• Accurately document customer interactions and resolutions within company systems.
• Escalate technical or complex customer issues to the appropriate internal teams when necessary.
• Schedule customer screen-sharing sessions and conduct outbound phone calls as needed to support issue resolution.
• Identify recurring customer trends, knowledge gaps, and product feedback, and communicate findings to appropriate stakeholders.
• Collaborate cross-functionally with Customer Success, Technical Support, Product, Engineering, and other internal teams to resolve customer issues.
• Participate in required training, coaching, quality assurance reviews, and continuous learning initiatives.
• Perform other duties as assigned that are consistent with the nature and level of the position.

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• 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)