Customer Success - Product Specialist

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients.

Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners.

Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

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, 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 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 platform's 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

1-2 years in a customer support or service industry role, serving a diverse and professional customer base

You have a bachelor's 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

You're 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

You're 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

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, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Create a Job Alert

Interested in building your career at SimplePractice?

Get future opportunities sent straight to your email.

Accepted file types : pdf, doc, docx, txt, rtf

Enter manually

Accepted file types : pdf, doc, docx, txt, rtf

Education

School Select...

Degree

• Select...

Are you eligible to work in Mexico?

What are your salary expectations?

Our onboarding and training period is 12 weeks.

To be successful it is vital that you are consistently present and at full attendance during this time.

Do you have any scheduled commitments for the period of

Are you able to come into a Mexico City office 3 days a week?

Our Customer Success group serves our customers 365 days a year.

As part of our commitment to our customers, there will be company / national holidays you may be required to work, on which we offer a financial incentive to do so.

Do you understand this and would like to proceed with your application to join our team?

How proficient are you in English on a 1 -10 scale, with 1 beginner and 10 being expert level?

#J-