About Us
Owl Practice Suite is a dedicated practice management software specifically designed for mental health professionals. Our comprehensive suite of features streamlines both administrative and clinical tasks within mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our clients throughout implementation and ongoing support.
About the role
In this role, you will manage account renewals and support the success of our nationwide network of 5000+ therapist customers.
Daily responsibilities include, but are not limited to:
- Respond promptly to customer support requests via phone and email, and follow up on inquiries until tickets are fully resolved, with professionalism and care.
- Maintain accurate and up-to-date records of all customer interactions via HubSpot.
- Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback.
- Become an expert in the suite of Owl Practice products, and use critical thinking to support customers to make full use of their membership early in the subscription cycle.
- Lead efforts to proactively ensure account renewals, upgrades, and success of the network of providers and therapy-seekers. This will likely require collaborating across operations, product, sales, and marketing teams.
Other duties may come up as required, requested or assigned based on the changing needs of the team and the business.
What you bring:
- Excellent email support skills: You write clear, actionable, and friendly emails that customers want to respond to. You’ve worked with ticketing software and CRMs (customer relationship management systems) in the past and/or can quickly learn new tech platforms. You’re able to get tasks done and respond to emails in an efficient manner.
- Strong problem-solving ability: You’re quick to analyze a situation, think of possible outcomes, and ensure a solution that leaves all t’s crossed and i’s dotted. You’re a natural “fixer,” willing to think outside of the box to win back a customer and contribute to the success of the team.
- Metrics mindset: You thrive in an environment where performance outcomes are clearly measured. You have experience meeting and exceeding high goals.
- Stellar organization: You’re highly organized and able to ruthlessly prioritize. You always meet deadlines and follow through on commitments.
- Resilience and perseverance: You’re tenacious. You have thick skin. You can maintain professionalism, stay positive, and keep going in the face of difficult customer support interactions.
- Confident written and verbal communication skills: You are comfortable presenting ideas and data to customers and coworkers, and are able to use your interpersonal skills to build relationships virtually.
- Positive, respectful team player: You bring a can-do attitude and strong interpersonal skills. You want to succeed as a team and demonstrate a willingness to support team members. You’re respectful of everyone.
- Passion for Owl Practice’s mission: You are passionate about mental health and increasing access to quality mental health care.
Other Technical Qualifications Include:
- High school diploma or equivalent; higher education preferred
- Preferred previous experience in customer service, either in the insurance or medical industry
- Proficiency in using MS Office applications
- Preferred proficiency in CRM utilization (HubSpot)
We Offer
- A flexible work-from-home environment
- Weekly virtual team meetings and a supportive, passionate team
- Growth opportunities with a team of passionate, loyal, and health-minded coworkers
- Positive social impact and daily interactions with mental health care providers
Additional Information
We prioritize a good fit over experience, but relevant experience in the clinical world is highly valued. If you have experience managing a clinic or supporting another SaaS, we want to hear from you. This role involves telecommuting. You must be able to work remotely from a professional, quiet home office and attend weekly team meetings.
Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.