BetterHelp
Mental Health Care
ProviderExperienceAdvocate
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optimal for Entry candidates.
“Provider Experience Advocate at BetterHelp. Skills: Provider Experience, Customer Support, Issue Resolution. Supporting and empowering BetterHelp’s network of therapists. Providing timely and high-quality assistance to therapists”
What You'll Achieve.
Timely and high-quality assistance to therapists; Swift and appropriate resolutions for complex issues; Process improvements or resource updates; Streamlined workflows; Enhanced overall therapist experience; Improved therapist engagement, satisfaction, and retention
Industry & Context.
Problem-solving ability
Travel to San Jose, CA office up to three times per year, Attend one company-wide offsite per year
What They're Looking For.
Must Have
1-2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role, Excellent written and verbal communication skills, Written and verbal fluency in Spanish, Proven ability to manage a high-volume workload with attention to detail, accuracy, and efficiency, Ability to multi-task in various systems, Skilled in handling escalated or complex inquiries, including those needing cross-functional collaboration, with sound judgment and problem-solving ability, Adaptable and proactive, with the ability to support new initiatives and strategic projects, Ability to work independently
What You'll Do.
Supporting and empowering BetterHelp’s network of therapists
Providing timely and high-quality assistance to therapists
Ensuring therapists have the resources
and information they need to succeed on the platform
Maintaining excellent communication and resolution standards
Handling approximately 500–600 tickets per week
Addressing inquiries from therapists with efficiency and accuracy
Handling escalated or complex issues that require additional attention or cross-team coordination
Identifying trends or recurring issues
Maintaining deep knowledge of platform tools
Supporting new initiatives and projects that aim to improve therapist engagement
How You'll Work.
Team & Collaboration
Collaborate with internal teams to recommend process improvements or resource updates; Collaborate with other departments (Clinical, Product, Legal, etc.) to streamline workflows and enhance the overall therapist experience
Communication Scope
Excellent written and verbal communication skills; Written and verbal fluency in Spanish
Full Job Description
Who are we and why should you join us? BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution. As the Provider Experience Advocate at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way. What are we looking for? The Provider Experience Advocate plays a key role in supporting and empowering BetterHelp’s network of therapists by providing timely and high-quality assistance. This position ensures that therapists have the resources, tools, and information they need to succeed on the platform while maintaining excellent communication and resolution standards. Reporting to the Provider Experience Team Lead, the Provider Experience Advocate will efficiently handle tickets, resolve complex issues, identify trends for process improvement, and support initiatives that enhance therapist engagement and satisfaction. What will you do? Handle approximately 500–600 tickets per week, addressing inquiries from therapists with efficiency and accuracy Handle escalated or
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