SimplePractice
Health Tech
SupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Specialist at SimplePractice. Skills: Customer success, Customer support, Value realization, Retention. Address basic customer questions. Provide accurate information”
What You'll Achieve.
Achieve ambitious revenue goals; Impact trial-to-paid conversions; Impact customer retention; Maximize upsell adoption; Maximize paid add-on adoption
Industry & Context.
Problem solving
Non-traditional business hours availability, Weekend availability, Evening hours availability
What They're Looking For.
Must Have
Bachelor's degree, 2 to 3 years customer support experience, Demonstrated ability to self-manage, Prioritize among many tasks
Nice to Have
Highly empathetic, Patient, Love helping people, Excellent written communication, Excellent verbal communication, Casual friendly conversational tone, Self-managing, Self-motivating, Organize in multitasking environment, Adjust priorities as needed, Experience with Zendesk, Experience in SAAS companies
What You'll Do.
Address basic customer questions
Provide accurate information
Solve customer questions via phone
Solve customer questions via chat
Solve customer questions via email
Follow security requirements
Follow compliance requirements
Transfer customer calls
Transfer customer chats
Schedule live customer screen-sharing sessions
Initiate outbound phone calls
Identify patterns in incoming calls
Identify patterns in chats
Escalate product issues
Contribute to revenue goals
Implement retention strategies
Maximize upsell opportunities
Identify potential product enhancements
Maintain alignment with team
Report knowledge gaps
Handle customer inquiries
Collaborate with teams
How You'll Work.
Team & Collaboration
Customer Success team; Other internal stakeholders; Other SimplePractice teams
Communication Scope
Written communication; Verbal communication
Full Job Description
About Us 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 250,000 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 burden—empowering 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, and BuiltIn's Best Places to Work. The Role 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, you’ll 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. We’re looking for 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 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, tra
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