Customer Advocate

Owl Practice

Remote
Full-time

Job Overview

Owl Practice is looking for a Customer Advocate to help us transform the mental health landscape across North America by improving access to care. As part of our remote team, you will play a key role in supporting our clients, providing exceptional customer service, and ensuring a smooth experience with our dedicated practice management software.

Key Responsibilities

• Respond to customer inquiries via phone, email, and screen share promptly.
• Provide updates on ticket status, issue resolution, and next steps.
• Handle customer complaints professionally and empathetically.
• Assess and review customer inquiries for completeness and validity.
• Gather documentation to resolve customer issues efficiently.
• Collaborate with other departments for accurate resolutions.
• Maintain records of customer interactions using HubSpot.
• Submit reports on customer inquiries and feedback.
• Stay informed on company policies and product updates.
• Follow up on leads, nurture prospective customers, and respond to inbound sales inquiries.
• Schedule product demonstrations, onboarding sessions, and webinars.
• Provide ongoing support to existing Owl Practice customers.
• Report bugs and submit feature requests to the Development Team.

Work Schedule

This remote role requires availability from Friday to Tuesday, 12 p.m. to 9 p.m. EST, including weekends. Training during the first three weeks will follow a Monday to Friday, 8 a.m. to 5 p.m. EST schedule.

Qualifications

• Bachelor’s degree from an accredited institution.
• 2-3 years of experience in customer support or service roles.
• Excellent communication and problem-solving skills.
• Strong ability to manage multiple tasks and handle urgent situations.
• Experience using tools like HubSpot, Jira, MS Office 365, and Slack.
• Ability to work in a remote, fast-paced environment.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Application Requirements

• A cover letter is required. Please explain why you want to join Owl Practice as a Customer Advocate and demonstrate your written communication skills by explaining your favorite hobby to a 10-year-old pen pal.
• Confirm your availability for the required work schedule (12 p.m. to 9 p.m. EST, Friday through Tuesday).

Owl Practice is committed to diversity, inclusivity, and equal opportunity. We encourage applications from all qualified candidates, regardless of background or experience.

Job Type: Full-time
Work Location: Remote