# Support Specialist

**Company:** [SimplePractice](https://hotfix.jobs/companies/simplepractice)
**Location:** Remote
**Role:** Customer Support
**Salary:** $46k – $48k/yr
**Experience:** 2+ years
**Skills:** Zendesk, Slack, Asana, Google Workspace, Phone Support, Chat Support, Email Support, Customer Retention, Upselling, SaaS
**Posted:** 2026-06-09

> Provide front-line customer support via phone, chat, and email for a SaaS platform. Handle inquiries, drive conversions and retention, and escalate technical issues while meeting SLA targets.

## Job Description

## Responsibilities

- Address basic customer questions about our company and platform’s features
- Provide accurate and thoughtful information to all inbound customer questions by solving them directly via phone, chat, and/or email meeting SLA targets and following all security and compliance requirements
- Transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up when necessary
- Schedule live customer screen-sharing sessions and initiate outbound phone calls as needed
- Identify patterns in incoming calls and chats and keep an eye out for potential issues
- Escalate product issues to our Technical Support Specialists
- Implement strategies to directly impact trial-to-paid conversions and customer retention
- Identify and maximize opportunities for potential upsales and paid add-on feature adoption
- Help identify potential product enhancements, including for paid add-on features like Telehealth
- Identify and report knowledge gaps and work to get them added to our knowledge systems
- Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

## Requirements

- Bachelor’s degree from an accredited college or university
- Demonstrated ability to self-manage towards a set of defined goals & prioritize among many different tasks
- 2 to 3 years in a customer support or service industry role, serving a diverse and professional customer base
- Excellent communication, problem solving, and phone skills
- Comfortable working directly with customers in urgent and sensitive scenarios
- A sense of urgency to complete work efficiently and accurately
- Comfortable with ambiguity to determine the best solution for our customers
- Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)

## Nice-to-Haves

- Highly empathetic, patient, and really love helping people
- Excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
- Self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
- Past experience working with Zendesk or in SAAS companies

## Compensation & Benefits

- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match
- Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)

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