About Us
Owl Practice Suite is a collection of SaaS products, specifically designed for mental health professionals, including a practice management tool, in and out of network insurance claims filing tools, and a marketing directory. Our comprehensive suite of features and products 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
We’re looking for a candidate who’s excited to help Owl Practice Suite make a meaningful impact on mental healthcare.
The ideal candidate will have a passion for delivering world-class support, as well as experience in SaaS and Customer Success and Support. This position requires working Eastern Standard Hours (9:00 a.m. to 5:00 p.m.), Monday – Friday, with occasional weekend shifts as needed to support team members who work during these other time periods. A strong, reliable internet connection is required for this role. On rare occasions, you may be asked to travel for in-person professional development and/or events.
Daily responsibilities include, but are not limited to:
- Respond promptly to customer support requests via phone calls, emails, 1:1 screen sharing sessions, and more. Follow up on inquiries in a timely manner until tickets are fully resolved, with professionalism and care.
- Maintain accurate and up-to-date records of all customer interactions via CRM applications.
- Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback.
- Become an expert in the suite of Owl Practice Suite products, particularly Zencare Marketing, and use critical thinking to support customers in making 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 require collaborating across operations, Product, Sales, and Marketing teams.
- Implement strategies to directly impact our first response times, resolution times, CSAT, and retention goals.
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 Ts crossed and Is 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 complex or challenging customer 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 Suite’s mission: You are passionate about mental health and increasing access to quality mental health care.
Other Technical Qualifications Include:
• Bachelor’s degree from an accredited college or university
• Preferred previous experience in customer service, either in the insurance or medical industry
• Proficiency in using MS Office applications, especially Microsoft Excel and formulas • Confidence with managing many computer-based programs, applications, and toolsets simultaneously (e.g., Slack, Jira, HubSpot, Zendesk, Stripe, etc.)
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
To Apply
Please submit a resume and cover letter.
We understand AI is an emerging technology, but we ask that you please do not use AI to help write your resume or cover letter, and we ask that you please do not use live-AI tools during the interview process with us. We are interested in learning about and meeting the real you! AI notetakers are more than welcome, but please do not take advantage of AI tools to generate answers or responses at any point during the interview process.
In your cover letter, answer these scenarios and draft a reply to the customer like you would if you worked on our support team:
• A customer joined Zencare marketing two months ago and is upset about only receiving one referral so far. They are asking to cancel their membership.
• A customer is unhappy about the quality of the photos/video from their recent in-person photoshoot. In this case, you and your manager both determined that the photos are not objectively bad.
• A customer is asking about upgrading their marketing plan to include Private Pay Booster and Zencare Practice Management, but isn’t sure what plan is right for them.
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.
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 Owl we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You just may be the right candidate for this role.
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.