SimplePractice

Customer Success Specialist – Product Specialist

SimplePractice

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇴 Dominican Republic

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Salary

💰 DOP 38,700 - DOP 60,100 per month

Job Level

JuniorMid-Level

About the role

  • 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

Requirements

  • English proficiency
  • 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)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
problem-solvingself-managementprioritizationsense of urgencyadaptability
Certifications
bachelor's degree