Customer Success Specialist, Product Specialist

Summary

Join SimplePractice's Customer Success team as a Customer Success Specialist (Product Specialist) and provide world-class support to our customers. You will be the primary point of contact, handling inbound calls, chats, and emails. Your responsibilities include addressing customer inquiries, troubleshooting issues, identifying patterns, and escalating complex problems. You will also contribute to conversion rate goals by conducting onboarding calls. This full-time hourly position offers overtime and may require some non-traditional hours. We are looking for individuals who are passionate about collaboration, technology, and providing excellent customer support.

Requirements

• English proficiency
• 1-2 years in a customer support or service industry role, serving a diverse and professional customer base
• You have a bachelor’s degree from an accredited college or university
• You have demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
• 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)

Responsibilities

• Address inbound customer inquiries regarding our platform’s features
• Answer all inbound support emails 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 chat during our standard business hours
• Schedule live customer screen-sharing sessions and phone calls as needed
• Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
• Identify patterns in incoming support emails and chats, and keep an eye out for potential issues
• Escalate product issues to our Technical Support Specialists
• Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
• Maintain alignment with the larger Customer Success team and other internal stakeholders
• Identify and report knowledge gaps and work to get them added to our knowledge systems
• Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

Preferred Qualifications

• You're highly empathetic, 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
• A plus if you have past experience working with Zendesk or in SAAS companies