Support Specialist

Support Specialist

We're looking for a friendly, eager-to-learn Support Specialist 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.

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. There is some flexibility with working hours over time. 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.

Essential Functions

• Serve as the primary point of contact for customers by delivering exceptional support through inbound phone calls, chat, and email.
• Provide customer support across assigned communication channels (e.g., phone, chat, email, and other support channels) during scheduled work assignments, or as otherwise directed based on business needs. The timeframe is approximately 6.5 -7 hours during each standard phone shift, or as otherwise assigned based on business needs. Maintaining consistent phone availability during designated coverage periods is an essential function of this role.
• Resolve customer inquiries efficiently by troubleshooting issues, researching solutions, and providing accurate, timely information while adhering to company policies and security requirements.
• Transition seamlessly between phone, chat, email, and other support channels as operational needs require.
• Accurately document customer interactions and resolutions within company systems.
• Escalate technical or complex customer issues to the appropriate internal teams when necessary.
• Schedule customer screen-sharing sessions and conduct outbound phone calls as needed to support issue resolution.
• Identify recurring customer trends, knowledge gaps, and product feedback, and communicate findings to appropriate stakeholders.
• Collaborate cross-functionally with Customer Success, Technical Support, Product, Engineering, and other internal teams to resolve customer issues.
• Participate in required training, coaching, quality assurance reviews, and continuous learning initiatives.
• Perform other duties as assigned that are consistent with the nature and level of the position.

Performance Expectations

• Maintain scheduled adherence to assigned work schedules and be available to support customers across designated service channels (e.g., phone, chat, email, and other supported channels) during scheduled working hours. and be available to receive inbound customer calls during designated phone support hours.
• Meet or exceed established service level agreements (SLAs), productivity standards, quality assurance expectations, customer satisfaction metrics, and attendance requirements.
• Effectively manage multiple customer interactions across phone, chat, and email while maintaining accuracy, professionalism, and empathy.
• Demonstrate sound judgment, problem-solving skills, and ownership in resolving customer issues from initial contact through resolution.
• Consistently comply with company security, privacy, and compliance standards when handling customer information.
• Adapt to changing business priorities, workflows, schedules, and customer volumes while maintaining performance expectations.

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, transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up
• Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed
• Identify patterns in incoming calls and chats and keep an eye out for potential issues
• Escalate product issues to our Technical Support Specialists
• Contribute to achieving ambitious revenue goals
• Implement strategies to directly impact trial-to-paid conversions and customer retention
• Identify and maximize opportunities for potential upsales and paid add-on feature adoption
• Help identify potential product enhancements, including for paid add-on features like Telehealth
• 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+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Bachelor's degree from an accredited college or university
• Excellent communication, problem solving, and phone skills
• Comfortable working directly with customers in urgent and sensitive scenarios
• 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

Physical & Work Environment Requirements

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this position.

• Remain seated at a workstation for extended periods throughout the workday.
• Frequently use a computer, keyboard, mouse, and multiple software applications simultaneously.
• Wear a headset and communicate verbally with customers for prolonged periods while maintaining clear and professional communication.
• View computer monitors and other electronic devices for extended periods.
• Occasionally move or reposition standard office equipment weighing up to 15 pounds.
• Work in a remote or office environment that supports focused customer interactions with minimal distractions and reliable internet connectivity (if working remotely).

Don't meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At SimplePractice we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this role.

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 View email address on click.appcast.io.

Notice to Candidates

SimplePractice has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. We do not have any affiliation or connection to these situations and only post open roles on our official Careers page (simplepractice.com