(Remote, Canada)
If you’re passionate about making a meaningful impact by helping Owl Practice Suite change how mental healthcare is delivered, this opportunity is for you. As a Customer Advocate, you’ll be responsible for ensuring more tenured customers have a positive experience with our products and services and that they receive the support they need.
The ideal candidate will have a passion for delivering world-class support, as well as experience in SaaS and in Customer Success.
What would you do for us?
Provide exceptional support experiences for Owl customers in days 91+ of their Owl Practice journeys:
- Address inbound and outbound customer questions about our platform’s features via email, phone call, and 1:1 screen-sharing sessions
- Understand the unique workflows of our different customer personas and be able to confidently make recommendations to them
- Increase our customers’ product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos
- Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
Contribute to achieving ambitious goals:
- Implement strategies to directly impact our first response times, resolution times, CSAT, and retention goals
- Identify and maximize opportunities for potential up-sales and paid add-on feature adoption
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 base and systems
- Identify patterns in incoming support communications
,and keep an eye out for potential issues - Work with other OPS teams to handle customer inquiries when inter-department collaboration is needed
- Triage incoming customer support emails to specialized CS team members as needed
- Help identify potential product enhancements and improvements to the customer experience by collecting and sharing customer feedback, including for paid add-on features and services
- Assist in providing first 90-day customer support when needed to assist with the Practice Consultants’ responsibilities
- Take on other responsibilities if needed to best support our customers’ and our business
Work Schedule:
The work schedule for this position will be Monday through Friday, 9am and 6pm EST. During the introductory period, onboarding and training will be conducted from Monday to Friday, 8am to 5pm EST. Please note: while the schedule for this position is Monday – Friday, the individual taking this position may be asked from time to time to assist on weekends or later hours during the week to support team members who work these other time periods.
Our Customer Advocate Must-Haves:
- Bachelor’s degree from an accredited college or university
- Impeccable written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
- A sense of urgency to complete work efficiently and accurately
- Creative problem-solving skills
- Comfort in handling urgent and sensitive customer interactions, and adaptability in ambiguous situations to find the best solutions for customers.
- Confidence with managing many computer-based programs, applications, and toolsets simultaneously (e.g., Slack, Jira, HubSpot, Stripe, and internal systems)
- Passionate about Owl Practice Suite’s mission and the desire to work for a mission-driven company
More About You:
- You can explain complicated concepts in a clear and concise manner
- You’re highly empathetic, patient, and really love helping people
- 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
- A plus if you have experience working in a fast-paced start-up environment
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 may be just the right candidate for this role.
Equal Opportunity Employer: 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 also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.