Customer Experience Associate
About the role
There are 22M+ Americans who suffer from treatment-resistant mental health conditions, meaning they’ve failed two or more conventional treatments. Our mission is to further innovative mental health treatments (ranging from FDA-approved psychedelic medicines to neuromodulation to digital therapeutics to novel molecular approaches) for those patients who are suffering the most. We do this by empowering providers, improving patient care, and accelerating research. Our electronic medical records software is used by mental health doctors and their patients. We analyze the data to help the doctors deliver better care and also offer insights to help research and development of new treatments that actually work. Backed by top investors such as General Catalyst and Y Combinator, Osmind’s team consists of healthcare veterans and software experts (e.g. AWS, Verge Genomics, Kaiser Permanente, Stanford Medicine, Stanford Graduate School of Business). We've been featured in publications such as Crunchbase News.
We are looking for a mission-driven, compassionate Customer Experience Associate to join the team. This is an essential role - you help shape our long-term customer support function. This person will bring their problem-solving abilities, people skills, and hustle to help transform our organization as we grow our customer base and help more clinics and patients.
We are seeking an immediate start date (can start remotely). In September 2021, this role will be in-person in San Francisco 3 days a week pending public health guidelines. We are not considering long-term remote candidates.
#Responsibilities Drive the customer support function Respond to customer queries in a timely and accurate way via email, possibly phone and chat Problem-solve customer issues and recommend optimal solutions. Work closely with Engineering team to resolve customer issues Identify customer needs and help customers use specific features Assist Customer Operations Lead with product feature releases and client outreach Be the voice of the customer in helping our COO + Product Manager define our product roadmap based off customer feedback Update internal documentation and customer-facing support articles Give suggestions to improve processes and customer success as a whole
#Requirements 1+ year in customer success or support role in the past Understanding and passion for healthcare industry Startup experience, preferably early-stage Excellent verbal and written communication skills, including great email hygiene Compassion and empathy, detail-oriented Experience working in customer-facing role in the past (support, retail, etc.)
#Preferred Experience working in the healthcare space dealing directly with providers and patients Basic technical knowledge to be able to more effectively troubleshoot customer issues with our Engineering team Familiarity with help desk software
#What we offer The ability to build something that actually moves the needle on our generation's biggest crisis, mental healthcare. Serve treatment-resistant mental health patients (1/3 of mental health patient population) who are the ones who need the most help. Contribute to one of the most innovative areas of medicine: frontier neuropsychiatry An all-star team that is intellectually rigorous, highly collaborative, deeply caring, and likes to have fun. We also value diversity of thought and background Tremendous growth opportunity and autonomy given we're a high-growth startup Flexible working hours to match your style. Hybrid long-term working style with mix of work-from-home and in-office Competitive, upside-heavy compensation, healthcare, 401K matching, and office perks
Why you should join Osmind
There are 22M+ Americans who suffer from treatment-resistant mental health conditions, meaning they’ve failed two or more conventional treatments. Our mission is to further innovative mental treatments (ranging from FDA-approved psychedelic medicine to neuromodulation) for those who are suffering the most. We do this by empowering providers, improving patient care, and accelerating research. Our software is used by mental health doctors and their patients. We analyze multimodal data from the software to help the doctors deliver better care and also offer insights to help research and development of new treatments that actually work. Together, we can usher in the mental health revolution and help solve our world's mental health crisis.