Job Opportunities API

About Us At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.  More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients.  Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work. The Role We’re looking for a friendly, eager-to-learn Support Specialist 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.  In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class experience. You would act as the front line of communication with our customers, serving inbound phone calls as well as assisting customers via chat and email. This role will give you the opportunity to provide tangible value and support to our growing community. This is a full­-time hourly (non-exempt) position, with overtime available during peak seasons. There is some flexibility with working hours over time. We’re looking for individuals that can also offer non-traditional business hours availability, including weekends and evening hours, to help us manage our response time goals throughout the entire week. Essential Functions The essential functions listed below represent the primary duties of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Serve as the primary point of contact for customers by delivering exceptional support through inbound phone calls, chat, and email. Provide customer support across assigned communication channels (e.g., phone, chat, email, and other support channels) during scheduled work assignments, or as otherwise directed based on business needs. The timeframe is approximately 6.5 -7 hours during each standard phone shift, or as otherwise assigned based on business needs. Maintaining consistent phone availability during designated coverage periods is an essential function of this role. Resolve customer inquiries efficiently by troubleshooting issues, researching solutions, and providing accurate, timely information while adhering to company policies and security requirements. Transition seamlessly between phone, chat, email, and other support channels as operational needs require. Accurately document customer interactions and resolutions within company systems. Escalate technical or complex customer issues to the appropriate internal teams when necessary. Schedule customer screen-sharing sessions and conduct outbound phone calls as needed to support issue resolution. Identify recurring customer trends, knowledge gaps, and product feedback, and communicate findings to appropriate stakeholders. Collaborate cross-functionally with Customer Success, Technical Support, Product, Engineering, and other internal teams to resolve customer issues. Participate in required training, coaching, quality assurance reviews, and continuous learning initiatives. Perform other duties as assigned that are consistent with the nature and level of the position. Performance Expectations Success in this role requires the ability to: Maintain scheduled adherence to assigned work schedules and be available to support customers across designated service channels (e.g., phone, chat, email, and other sup