Support Specialists Lead

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

We are looking for a dynamic, passionate Support Specialists Lead to join our Customer Success team. 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.

You'll be an integral member of the Customer Success team, getting to know and responding to thousands of SimplePractice customers, and working collaboratively with our team to constantly improve our Customer Success materials and processes. The Support Specialists Lead will manage a team whose primary responsibility will be to effectively respond to incoming calls and voicemails requesting product and/or services information, seeking support in the use of our platform, and resolving common questions about account management and administration. Additionally, the team manages live chats and emails as needed. You will also lead the Support Specialists, tracking professional development of your team members and developing action plans for the team. This role will give you the opportunity to provide tangible value and support to our growing community.

Responsibilities

• Oversee and manage the Support Specialists team, monitor their workflow, and identify and execute projects as needed

• Work with Senior Support Specialists to supervise and manage day-to-day Support Specialists team operations in a fast-paced environment, including scheduling and workforce management

• Develop strategy with other team leads on how customers interact with Customer Success within our support channels, including when and how support is offered and available

• Mentor and support Support Specialist team members by providing guidance with day-to-day responsibilities, holding regular office hour consultations, and filling resource gaps as needed

• Prepare reports and analyze call data to improve processes, ensure resources are properly allocated, maximize efficiency and customer satisfaction

• Serve as an expert and advocate for phone support to better serve customers with this channel

• Act as the phone support channel voice of the customer across the organization

• Work with CS management to identify new tools and technologies to better serve the phone support channel and overall Customer Success team

• Ensure adherence to the company's security and compliance requirements on all calls

Desired Skills & Experience

• 4+ years of experience in customer support or service industry, serving a diverse and professional customer base

• 2 years of experience in a supervisory role managing both exempt and non-exempt team members

• 1-2 years of experience leading a customer support/call center team and a proven successful management track record

• Bachelor's degree from an accredited college or university

• Excellent telephone communication skills required

• Excellent interpersonal, written, and oral communication skills

• Customer-first orientation and ability to adapt/respond to different types of characters

• Strong problem solving and diplomacy skills

• Experience with creating and maintaining reports that provide insight into operations, call drivers, and achievement of goals

• Intermediate experience with Slack, Asana, Google Workspace, Zendesk, Workday, complex tech stacks, sales and revenue generation, and specialized teams

• Intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR

Bonus Points

• Demonstrate positive, consistent, customer-focused, results-driven attitude

• Ability to create an environment of innovation and continual improvement together with self-help/self-service team

• Drive significant increases in self-service adoption through use of data and customer insights to drive change and continuous improvement.

• A plus if you have past experience working with Zendesk

Base Compensation Range

$70,000-$80,000 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.