Customer Onboarding Specialist (Hybrid) at Simplepractice55

SimplePractice is excited to expand our team with the opening of our first office in Mexico City. Headquartered in Santa Monica, California, our team spans across the United States, the Dominican Republic, Mexico, and Ukraine. We offer in-person, hybrid, or remote roles, giving you the flexibility to collaborate onsite or work from wherever you thrive best. As one of the world’s leading health practice management software solutions, we empower clinicians—such as therapists and psychiatrists—to streamline their private practices. Our mission is simple: to help private practices thrive. Our Culture At SimplePractice, our culture is the foundation of everything we do—it shapes how we work, how we serve our customers, and how we pursue our mission. Guided by five core values, we strive to embody them every day: • We Think Big • We Take Simplicity Seriously • We Come As We Are • We Act With Humility • We Are Built On Trust Culture is a shared responsibility at SimplePractice, driving us to be better teammates and deliver more for our customers. Collaboration and connection are also key to our success. As part of our team, you'll work alongside talented colleagues across multiple countries and have opportunities to collaborate virtually and in-person, in both the U.S. and Mexico. We’re looking for a friendly, eager-to-learn Customer Onboarding 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 training experience. This role will give you the opportunity to provide tangible value and support to our growing community. What is the structure of this job? 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 sometimes require 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. . How will success be measured? • Customer satisfaction scores • Quality assurance monitoring scores • Contribution to Onboarding HVA (high value actions) goals • Contributions to Customer Success Quarterly goals What would you do for us? • 75%-85% time spent is customer-facing and divided between the following responsibilities. • Drive customer adoption through onboarding and education programs • Contribute to our ambitious retention goals by increasing our customer’s engagement and adoption of SimplePractice and related features/services. Support will be conducted through emails, live onboarding calls, and hosting live classes and webinars • Stay up-to-date on technical releases and company education to evolve alongside a dynamic product. • Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs. Address inbound lead and customer questions about our platform’s features • Schedule live customer onboarding training sessions with video-conferencing.. • Triage incoming customer support emails to specialized CS team members, as needed • Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources. • Identify patterns in incoming support emails and chats, and inform leadership about potential issues. Contribute to achieving ambitious adoption & retention goals • Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability. • Implement strategies to directly impact customer adoption and retention. • Identify and maximize opportunities for potential upgrades and paid add-on feature adoption • Help identify and recommend potential product enhancements, including for paid add-on features. • 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 All Other duties as assigned Customer Onboarding Specialist Must-Haves: • 2+ years of experience in customer support or service industry, serving a diverse and professional customer base • Bachelor’s degree from an accredited college/ university or equivalent experience. • Exceptional verbal communication skills and confidence in speaking • A sense of urgency to complete work efficiently and accurately • Comfortable with ambiguity to determine the best solution for our customers • Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub) Preferred • Past experience working in B2B SaaS environment • Experience using and configuring technical programs like Notion, Figma, Zoom Webinars etc. More About You: • You have the ability to explain complicated concepts in a clear and concise manner • You’re highly empathetic, patient, and really love helping people • You have professional written and verbal communication skills, with an emphasis on a warm, friendly, and conversational tone • You are organized and can ensure that action items are completed fully, even with multiple competing priorities • You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed • Upbeat, enthusiastic, and a team player 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: • Privatized Medical, Dental & Vision Coverage • Work From Home stipend • Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays • Monthly Meal Reimbursement • Holiday Bonus, 15-day Aguinaldo • Hybrid Work Schedule & Catered Lunch • A relocation bonus for candidates joining us from a different city • Employee Resource Groups (ERGs) 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 amount below represents the expected annual 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. Base Compensation Range$241,900—$302,400 MXN