Support Specialist

SimplePractice

1d•$46,000 - $48,000

About The Position

SimplePractice is seeking a friendly, eager-to-learn Support Specialist to join its Customer Success team. The role provides front-line customer support through inbound phone calls, chat, and email, helping health and wellness clinicians use the SimplePractice platform and achieve success. It is a full-time, hourly, non-exempt position with overtime available during peak seasons and some flexibility in working hours over time. The schedule may include non-traditional business hours, including evenings and weekends, to support response-time goals throughout the week. The Support Specialist troubleshoots customer questions, researches solutions, documents interactions, and escalates complex or technical issues. The role also involves scheduling screen-sharing sessions, making outbound calls, sharing product feedback and recurring trends, and collaborating with internal teams. The position contributes to revenue goals through trial-to-paid conversion, retention, and adoption of paid add-on features. The role requires consistent availability across assigned communication channels during scheduled work periods, including approximately 6.5–7 hours of phone coverage during a standard phone shift. The work may be performed remotely or in an office environment that supports focused customer interactions and reliable internet connectivity.

Requirements

At least 1 year of experience in customer support or the 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.
Ability to work directly with customers in urgent and sensitive situations.
A sense of urgency and the ability to complete work efficiently and accurately.
Comfort with ambiguity and determining appropriate solutions for customers.
Ability to manage and troubleshoot multiple computer-based programs, applications, and tools simultaneously.
Ability to manage multiple customer interactions while maintaining accuracy, professionalism, and empathy.
Ability to comply consistently with company security, privacy, and compliance standards when handling customer information.
Ability to adapt to changing priorities, workflows, schedules, and customer volumes.

Nice To Haves

Empathy, patience, and a strong interest in helping people.
Excellent written and verbal communication, especially in a casual, friendly, and conversational tone.
Self-management, motivation, organization, and ability to adjust priorities in a multitasking environment.
Past experience with Zendesk or in SaaS companies.

Responsibilities

Serve as the primary point of contact for customers, providing support through inbound phone calls, chat, email, and other assigned channels.
Answer customer questions about SimplePractice and its platform features, troubleshooting issues and providing accurate, timely information in line with service-level targets and security and compliance requirements.
Transition between support channels as operational needs require and maintain phone availability during designated coverage periods.
Transfer calls or chats to appropriate Customer Success team members for follow-up when necessary.
Schedule live customer screen-sharing sessions and make outbound calls to support issue resolution.
Accurately document customer interactions and resolutions in company systems.
Escalate technical, complex, and product issues to appropriate internal teams, including Technical Support Specialists.
Identify patterns in customer interactions, recurring issues, product feedback, and knowledge gaps, and communicate findings to stakeholders.
Collaborate with Customer Success, Technical Support, Product, Engineering, and other teams to resolve customer inquiries.
Contribute to revenue goals by supporting trial-to-paid conversions, customer retention, and adoption of paid add-on features and potential upsells.
Participate in required training, coaching, quality assurance reviews, and continuous learning initiatives.
Meet service-level, productivity, quality, customer satisfaction, attendance, and schedule-adherence expectations.
Perform other duties consistent with the nature and level of the position.