Simplepractice Santa Monica , CA 90405
Posted 4 weeks ago
About Us
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
As the Senior Director of Customer Support, you will lead a highly skilled organization that is passionate about driving a great support experience for our customers. Your knowledge of best practices, tools and processes will enable our team to support SimplePractice as it continues its rapid evolution. By managing, mentoring and leading a diverse team across multiple locations, you will foster a collaborative and inclusive work environment that embodies continuous learning and growth.
Responsibilities
Lead and coach through the SimplePractice Vision, Mission and Core Values; uphold the culture by incorporating this into the daily business operations
Set the vision, strategy, roadmap and goals for success for the Customer Support team
Oversee growth, service levels and productivity of department members through determining appropriate training, coaching, quality assurance, and developing individual performance
Use a data enabled approach to inform coaching decisions and actions on both a team and individual level
Analyze call center metrics and other performance indicators and delivers strategies to improve service levels
Act as the ultimate escalation point for customer inquiries
Continuously gather feedback from team members and deliver on internal changes and improvements
Oversee and manage BPO relationship
Recommend and help implement a modern Support tech stack to drive a great customer experience while improving team efficiency
Plan your team's headcount in alignment with company recommendations to achieve your objectives
Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding
Closely collaborate with all stakeholders of cross-functional projects and maintain a top-down view of the entire execution
Desired Skills & Experience
A Bachelor's degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred
7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
7+ years of experience growing and scaling a Customer Support team in a fast-paced environment and a rapid-growth company
Experience managing and coaching People leaders
Proficient and strong understanding of workforce management fundamentals
Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders
Strong problem solving and structuring skills, with ability to communicate actionable insights
Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it
Experience with Support Tech Stack - WFM tools, Case Management Software
Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always
Ability to manage conflict and resolve difficult situations
Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time
Bonus Points
Base Compensation Range
$180,000 - $200,000 annually
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.
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.
Benefits
We offer a competitive benefits program including:
Medical, dental, vision, life & disability insurance
401(k) plan with company match
Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
Mental health resources
Paid parental leave & Backup Care
Tuition reimbursement
Employee Resource Groups (ERGs)
California Job Applicant Privacy Notice
Thank you for your interest in opportunities at SimplePractice LLC ("SimplePractice" or "us" or "we" or "our"). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.
For more information about our privacy practices, please contact us at privacy@simplepractice.com.
Simplepractice