Customer Support Specialist (Hybrid)

About Us

SimplePractice is headquartered in Los Angeles California but we have team members who work and live across the United States Dominican Republic Mexico City and Ukraine.

At SimplePractice we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.

More than 250000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care our suite of innovative solutions work together to reduce administrative burdenempowering solo and small group practitioners to thrive alongside their clients.

Award-winning and people-first SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough the Digital Health Awards Best Places to Code in Mexico and Built Ins Best Places to Work.

The Role

SimplePractice is seeking a friendly eager-to-learn Customer Success Specialist (Product Specialist) to join our Customer Success team in Mexico City.

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 youll 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. Were looking for some 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.

Responsibilities

• Address inbound customer inquiries regarding our platforms 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

Desired Skills & Experience

• English proficiency
• 1-2 years in a customer support or service industry role serving a diverse and professional customer base
• You have a bachelors 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)

Bonus Points

• Youre 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
• Youre 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

Monthly Compensation Range

MXN $20158.33 - $25350.00 per month

Base salary is one component of total compensation.

The above represents the expected base compensation range for this job requisition. Ultimately in determining your pay well consider many factors including but not limited to skills experience qualifications geographic location and other job-related factors.