Customer Success Support Specialist

Summary

Join our Customer Success team as a Support Specialist and provide world-class support to our customers through inbound phone calls, chat, and email. This is a full-time hourly position with overtime available during peak seasons.

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 product enhancements, including for paid add-on features like Telehealth
• 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