Job: Customer Success Specialist - Dietitian/Nutritionist
Customer Success Specialist - Dietitian/Nutritionist
Los Angeles, California 90025
Job Description and Requirements
We're looking for a friendly, eager-to-learn Product Specialist with a background in the field of dietetics and nutrition 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. If you are interested in using your experience in dietetics and passion for technology to make a difference for others in your field, this is the position for you.
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. This role will give you front row access in a startup while you provide tangible value and support to our growing community.
What is the Structure of this Job?
This is a full-time position. There is some flexibility with working hours over time, but we request you to be present in the office in Los Angeles for the first 3 months. While our busiest times are earlier in the week, we're looking for individuals that can offer early morning (7:00am) weekday and weekend availability to help us manage our team's response time goals throughout the entire week.
There is an opportunity for some remote work down the line on an ad hoc basis, but the option to work remotely full time is not an option - we love collaborating in-person and building our team culture face to face!
What Would You Do for Us?
-Provide 1 to 1 onboarding video calls for new dietitian and nutritionist customers
-Attend conferences and lend a hand in marketing efforts through Facebook, LinkedIn, and other social media platforms
-Act as a liaison between customers and our team to communicate enhancements that will help with dietitian workflows such as adding new intake templates and Help Center articles
-Triage incoming customer support emails to other specialty agents, answering up to 30% of all new emails
-Help your team answer all incoming inquiries in 60 minutes or less, continually striving for swifter response time
-Answer customer chats, phone calls, and hold live screen sharing sessions with customers
-Work with the support team to identify patterns in support emails and keep an eye out for bugs or problems with the software
-Take ownership of routine problems with intuitive problem-solving skills, and escalate high-risk problems to our Customer Success Team Leads
Our Customer Success Specialist Must-Haves:
-High capacity, self-managing, and have a sense of urgency to complete work efficiently and accurately
-Experimental personality, and can quickly make edits to knowledge base articles or add new articles on the fly
-Upbeat, fun, and confident, and can pitch in on-camera in some of our live online customer classes
-Tech savvy and comfortable with web apps - Slack, Messenger, Zendesk, Guru, Google Docs, and the like that help run our business. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have
More About You
-You're highly empathetic and patient, and really love helping people
-You're obsessive about creating an exceptional experience for each of our customers
-You have impeccable written and verbal communication skills, with an emphasis on casual, friendly, conversational tone
-You're self-managing, self-starting, and self-motivating, and can organize in a multitasking environment and can adjust priorities on-the-fly
-Big plus if you have past experience working with Zendesk or in start-up environments
We build software that helps health & wellness professionals run their private practice. We've helped thousands of professionals by offering intuitive, user-centric software that's totally focused on running a business and helping patients. That's what our customers care about so that's all we care about. We know this because we value relationships and constantly speaking with customers is the only way to deliver a great product. We're a growing startup founded by a successful entrepreneur who was a therapist himself at one point in his career.
[posted May 16, 2019]
When responding to this opportunity, reference nutritionjobs.com.