Client Support Specialist

3 weeks ago


San Francisco, California, United States Osmind Inc. Full time

Privacy Notice

Customer Experience Associate

Osmind Inc. is dedicated to addressing the challenges faced by over 22 million Americans with treatment-resistant mental health conditions. Our mission is to advance innovative mental health solutions, which include FDA-approved psychedelic therapies, neuromodulation, digital therapeutics, and novel molecular approaches. We empower healthcare providers, enhance patient care, and accelerate research through our electronic medical records software utilized by mental health professionals and their patients nationwide.

Supported by leading investors, our team comprises mission-driven experts from both technology and healthcare sectors. We pride ourselves on being a close-knit group characterized by intellectual rigor, collaboration, compassion, and a sense of fun.

The Opportunity

As a Public Benefit Corporation (PBC), we are committed to making a significant impact on the global mental health crisis. We are seeking a compassionate and mission-oriented Customer Experience Associate to play a pivotal role in shaping our customer support function. This position requires problem-solving skills, interpersonal abilities, and a proactive approach to help us expand our customer base and assist more clinics and patients.

Key Responsibilities

  • Actively engage in the customer support function.
  • Address customer inquiries promptly and accurately through various communication channels.
  • Resolve customer issues effectively and collaborate with the Engineering team for technical solutions.
  • Identify customer needs and guide them in utilizing specific features of our platform.
  • Support the Customer Operations Lead with product feature launches and client outreach initiatives.
  • Represent the voice of the customer to inform our COO and Product Manager in shaping our product roadmap based on feedback.
  • Lead the creation of internal documentation and customer-facing support articles.
  • Provide recommendations for process improvements and overall customer success.

Preferred Qualifications

  • Minimum of 1 year of experience in a customer success or support role.
  • Passion for and understanding of the healthcare industry.
  • Experience in a startup environment, preferably at an early stage.
  • Strong verbal and written communication skills with attention to detail.
  • Empathy and compassion in customer interactions.
  • Prior experience in customer-facing roles, including support or retail.
  • Experience in the healthcare sector, working directly with providers and patients.
  • Basic technical knowledge to troubleshoot customer issues effectively.
  • Familiarity with help desk software.

Benefits

  • Competitive salary and equity package.
  • Comprehensive healthcare insurance coverage.
  • 401K matching program.
  • Unlimited paid time off.
  • Flexible working hours to accommodate individual preferences.
  • In-office perks including meals, snacks, and team events.
  • Opportunity to contribute to innovative advancements in neuropsychiatry.
  • Be part of a collaborative and intellectually stimulating team.
  • Significant growth potential and autonomy in a high-growth startup environment.

Inclusivity Commitment

We encourage candidates from diverse backgrounds to apply, including women, underrepresented people of color, LGBTQ+ individuals, veterans, and people with disabilities. We are dedicated to fostering an equitable and inclusive workplace.



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