Customer Success Specialist

6 hours ago

Kirkland, Washington, United States Virtual Therapeutics Full time
About Virtual Therapeutics

At Virtual Therapeutics, we're revolutionizing the mental health landscape with innovative virtual reality technology and evidence-based techniques. Our mission is to make immersive therapies accessible to everyone, fostering a culture of trust, collaboration, and passion. We're committed to transforming lives and growing with our team members.

Role Overview

We're seeking a highly motivated and experienced Customer Success Specialist to join our dynamic team. As a key member, you'll ensure our clients maximize the value from our solutions, providing exceptional support and guidance to help them achieve their health and wellness goals.

Responsibilities
  • Customer Success Strategy
    • Act as the primary point of contact for product end users, addressing incoming support inquiries and resolving issues in alignment with customer experience strategy and company objectives.
    • Verify and process incoming product orders by confirming prescriptions submitted by licensed doctors through online tools.
    • Optimize the customer support process, ensuring prompt and efficient responses and follow-ups to all stakeholder inquiries through multiple communication channels.
    • Encourage self-service alternatives to reduce support requests and improve efficiency.
  • Customer and End User Satisfaction
    • Ensure all interactions with external stakeholders are handled professionally, promptly, and thoughtfully.
    • Focus on enhancing user satisfaction and retention by delivering exceptional customer support at all steps in the customer journey.
    • Proactively engage with users to gather feedback and understand their pain points, using this information to improve the overall experience.
    • Escalate issues and complaints in a cross-functional regulatory compliant environment, demonstrating empathy and understanding while seeking resolutions.
  • Data Analysis/Management
    • Pull reports and analyze data from customer support tickets and internal CRM tools to identify trends, track performance, and uncover areas for improvement.
    • Present data-driven insights to team members to inform decision-making and improve customer success initiatives.
Qualifications
  • 3+ years of direct experience in customer experience, customer support/success within the mobile gaming, digital therapeutic, healthcare software or related tech industries.
  • Proven expertise with support ticketing systems and CRM tools (i.e. Zoho CRM and ZenDesk).
  • Experience in small customer service teams, including direct reporting responsibilities.
  • Excellent written and verbal communication skills, including a knack for documenting controlled processes.
  • Strong ability to simplify complex technical issues for diverse audiences.
  • Strong problem-solving skills with the ability to manage challenging situations calmly and effectively.
  • Demonstrated adaptability in a fast-paced, dynamic environment.
Benefits and Perks

We offer a full benefits package, including a matching 401K, bonus opportunities, great company culture, and flexibility. Virtual Therapeutics is an equal opportunity employer committed to fostering an inclusive, innovative environment. We provide employment opportunities without regard to age, race, color, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.

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