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