Customer Experience Associate

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 across the US. 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-tier investors (e.g. General Catalyst, Future Ventures, Tiger Global, Y Combinator, Jerry Yang, Joshua Kushner, etc.), Osmind’s team consists of mission-driven experts from across tech and healthcare. We're a tight-knit group of intellectually rigorous, highly collaborative, deeply caring, and fun team members. We've been featured in publications such as Forbes and Crunchbase News.

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 across the US. 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-tier investors (e.g. General Catalyst, Future Ventures, Tiger Global, Y Combinator, Jerry Yang, Joshua Kushner, etc.), Osmind’s team consists of mission-driven experts from across tech and healthcare. We're a tight-knit group of intellectually rigorous, highly collaborative, deeply caring, and fun team members. We've been featured in publications such as Forbes and 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 Fall 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
• Past support experience
• 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

Our stack utilizes DynamoDB, Serverless Framework, AWS Lambda, NodeJS, React and React Native.