Client Support Specialist

2 weeks ago

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

**Privacy Notice**

**Customer Experience Associate**

At Osmind Inc., we are dedicated to addressing the challenges faced by individuals with treatment-resistant mental health conditions. Our innovative approach encompasses a range of advanced mental health treatments, including FDA-approved psychedelic therapies, neuromodulation, digital therapeutics, and novel molecular strategies. We empower healthcare providers, enhance patient care, and expedite research through our electronic medical records software, which is utilized by mental health professionals nationwide.

Our team, backed by esteemed investors, is composed of passionate experts from both technology and healthcare sectors. We pride ourselves on being a close-knit group that values intellectual rigor, collaboration, and a supportive work environment.

**Position Overview**

We are seeking a compassionate and mission-driven Customer Experience Associate to play a pivotal role in our customer support operations. This position is essential in shaping our long-term customer service strategy. The ideal candidate will possess strong problem-solving skills, excellent interpersonal abilities, and a proactive attitude to help us expand our reach and support more clinics and patients.

**Key Responsibilities**

  • Actively engage with customers to address inquiries promptly and accurately through various communication channels.
  • Resolve customer issues by collaborating closely with the Engineering team to provide optimal solutions.
  • Identify customer needs and guide them in utilizing specific features of our platform.
  • Support the Customer Operations Lead in product feature launches and client outreach initiatives.
  • Represent the voice of the customer to assist in shaping our product roadmap based on feedback.
  • Lead the creation of internal documentation and customer-facing support articles.
  • Propose enhancements to processes and overall customer success strategies.

**Preferred Qualifications**

  • Minimum of one year of experience in a customer success or support role.
  • Genuine interest and understanding of the healthcare industry.
  • Experience in a startup environment, particularly in early-stage companies.
  • Exceptional verbal and written communication skills, with a focus on maintaining professionalism in all interactions.
  • Empathy and attention to detail.
  • Prior experience in customer-facing roles, including support or retail.
  • Familiarity with the healthcare sector, particularly in interactions with providers and patients.
  • Basic technical knowledge to facilitate effective troubleshooting with the Engineering team.
  • Experience with help desk software is a plus.

**Benefits**

  • Competitive salary and equity options.
  • Comprehensive healthcare coverage, including medical, dental, and vision, with a significant employer contribution.
  • 401K matching program.
  • Unlimited paid time off.
  • Flexible working hours to accommodate individual preferences.
  • In-office perks, including meals, snacks, and social events.
  • Opportunity to contribute to groundbreaking advancements in neuropsychiatry.
  • Be part of a dynamic team that values collaboration, care, and enjoyment in the workplace.
  • Significant opportunities for personal and professional growth within a high-growth startup environment.

We are committed to fostering a diverse and inclusive workplace and encourage applications from individuals of all backgrounds and experiences.

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