Remote Customer Support Agent

Summary

Join a mission-driven team at Journey Clinical, where you'll have the opportunity to grow and collaborate with a diverse team of high-performing individuals. As a Support Specialist, you will provide support to therapists to ensure their success along their treatment journey.

Requirements

• Team player who is passionate, detail oriented and a strong communicator
• 3+ years of related work experience in client service and support
• 2+ years of experience in medical industry, particularly if you have worked in mental health
• Knowledge of CRM systems, particularly Zendesk and Gmail
• Customer-first mindset, deep work ethic and dedication to the highest level of support
• Comfortable working remotely in a telehealth fast-paced startup environment

Responsibilities

• Manage day-to-day therapist questions and requests through a shared mailbox and member support across multiple channels (SMS, phone, emails)
• Provide support to therapists to ensure success along their treatment journey
• Bring feedback and share insights with the team on common themes expressed by therapists
• Work with your direct manager to (i) escalate open questions and concerns (ii) collaborate with cross-functional teams to drive continuous process improvements and deliver a world-class support experience (iii) execute experiments and document knowledge bases/saved responses for better serving patients
• Assist with coordination of scheduling, rescheduling, and canceling therapist appointments as required
• Manage therapist inquiries and requests through our email communication system
• Provide tech support for therapists struggling with account access
• Coordinate with operations and therapist success teams to ensure requests are responded to in a timely manner
• Monitor the therapist journey to identify and mitigate potential issues as well as discover opportunities to improve the process
• Oversee the processing of therapist credentials submitted to our platform

Benefits

• Competitive hourly salary
• Flexible working hours
• Growth opportunities and a high level of freedom