Experienced Customer Support Agent – Remote Mental Health Platform
At arenaflex, we're revolutionizing the mental health landscape by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. Our cutting-edge healthtech platform, designed to safely and effectively expand access to Psychedelic-Assisted Psychotherapy, is transforming the way we approach mental health. As a Customer Support Agent, you'll play a vital role in empowering therapists to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.
About arenaflex
arenaflex is a mission-driven organization that's passionate about making a positive impact on people's lives. We're backed by top-tier investors, including Union Square Ventures, AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, Edvard Engesæth, MD co-founder of Nurx, and Hans Gangeskar co-founder of Nurx. Our team combines extensive experience in business and healthcare, and we're committed to creating a stimulating, ethical, rewarding, and fun work environment.
Join Our Team
We're building an open-minded and inclusive workplace where you'll have the opportunity to grow and collaborate with a diverse team of high-performing individuals. Our team is passionate about the field of psychedelic-assisted psychotherapy and is dedicated to making a direct impact on people's lives. Together, we'll be working at the cutting edge of a groundbreaking field that's reshaping mental health.
Day-to-Day Responsibilities
As a Customer Support Agent, you'll be responsible for:
- Managing day-to-day therapist questions and requests through a shared mailbox and member support across multiple channels (SMS, phone, emails)
- Providing support to therapists to ensure success along their treatment journey
- Bringing feedback and sharing insights with the team on common themes expressed by therapists
- Working with your direct manager to escalate open questions and concerns, collaborate with cross-functional teams to drive continuous process improvements, and deliver a world-class support experience
- Executing experiments and documenting knowledge bases/saved responses for better serving patients
Responsibilities
- Assist with coordination of scheduling, rescheduling, and canceling therapist appointments as required
- Manage therapist inquiries and requests through our email communication system
- Provide tech support for therapists struggling with account access
- Coordinate with operations and therapist success teams to ensure requests are responded to in a timely manner
- Monitor the therapist journey to identify and mitigate potential issues as well as discover opportunities to improve the process
- Oversee the processing of therapist credentials submitted to our platform
Profile
- Team player who is passionate, detail-oriented, and a strong communicator
- 3+ years of related work experience in client service and support
- 2+ years of experience in the medical industry, particularly if you have worked in mental health
- Knowledge of CRM systems, particularly Zendesk and Gmail
- Customer-first mindset, deep work ethic, and dedication to the highest level of support
- Comfortable working remotely in a telehealth fast-paced startup environment
- Interest in the field of psychedelic-assisted psychotherapy to transform mental health
What We Offer
- Competitive hourly salary
- Flexible working hours
- Growth opportunities and a high level of freedom
- We aim to set our team members up for success and offer a clear path for career advancement and personal growth
- Work with a team of industry-leading experts who are highly collaborative, disciplined, and who have fun working together
- The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic-assisted psychotherapy and make a positive impact on the lives of 100M+ people who are suffering from depression and anxiety in the US today!
Equal Opportunity Employer
We recognize healthcare is a universal concern and tackling the mental health crisis will require team members with different strengths from all walks of life. We are an Equal Opportunity Employer and consider applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law.
Apply Today
If you feel discouraged by the job description because your skills don't exactly match, please apply anyway. We likely missed something and are open to expanding our understanding of the role.
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Join Our Team
At arenaflex, we're revolutionizing the mental health landscape by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes.
About arenaflex
arenaflex is a mission-driven organization that's passionate about making a positive impact on people's lives. We're backed by top-tier investors, including Union Square Ventures, AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, Edvard Engesæth, MD co-founder of Nurx, and Hans Gangeskar co-founder of Nurx.
Day-to-Day Responsibilities
- Managing day-to-day therapist questions and requests through a shared mailbox and member support across multiple channels (SMS, phone, emails)
- Providing support to therapists to ensure success along their treatment journey
- Bringing feedback and sharing insights with the team on common themes expressed by therapists
- Working with your direct manager to escalate open questions and concerns, collaborate with cross-functional teams to drive continuous process improvements, and deliver a world-class support experience
- Executing experiments and documenting knowledge bases/saved responses for better serving patients
Responsibilities
- Assist with coordination of scheduling, rescheduling, and canceling therapist appointments as required
- Manage therapist inquiries and requests through our email communication system
- Provide tech support for therapists struggling with account access
- Coordinate with operations and therapist success teams to ensure requests are responded to in a timely manner
- Monitor the therapist journey to identify and mitigate potential issues as well as discover opportunities to improve the process
- Oversee the processing of therapist credentials submitted to our platform
Profile
- Team player who is passionate, detail-oriented, and a strong communicator
- 3+ years of related work experience in client service and support
- 2+ years of experience in the medical industry, particularly if you have worked in mental health
- Knowledge of CRM systems, particularly Zendesk and Gmail
- Customer-first mindset, deep work ethic, and dedication to the highest level of support
- Comfortable working remotely in a telehealth fast-paced startup environment
- Interest in the field of psychedelic-assisted psychotherapy to transform mental health
What We Offer
- Competitive hourly salary
- Flexible working hours
- Growth opportunities and a high level of freedom
- We aim to set our team members up for success and offer a clear path for career advancement and personal growth
- Work with a team of industry-leading experts who are highly collaborative, disciplined, and who have fun working together
- The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic-assisted psychotherapy and make a positive impact on the lives of 100M+ people who are suffering from depression and anxiety in the US today!
Equal Opportunity Employer
We recognize healthcare is a universal concern and tackling the mental health crisis will require team members with different strengths from all walks of life. We are an Equal Opportunity Employer and consider applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law.
Apply Today
If you feel discouraged by the job description because your skills don't exactly match, please apply anyway. We likely missed something and are open to expanding our understanding of the role.
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