Experienced Customer Support Agent for Innovative Mental Health Solutions – Remote Opportunity at blithequark

Introduction to blithequark and Our Mission blithequark is at the forefront of transforming the mental health landscape by pioneering the adoption of groundbreaking treatments that lead to lasting improvements in clinical outcomes. Our cutting-edge healthtech platform is designed to safely and effectively expand access to Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). By combining innovative technology with a patient-centered collaborative care model, we empower licensed psychotherapists to provide high-quality care while ensuring the highest standards of patient safety and clinical outcomes. 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, blithequark is poised for rapid growth and success. Our team is dedicated to creating a stimulating, ethical, rewarding, and fun work environment where everyone can thrive and contribute to our mission of reshaping mental health. About the Role We are seeking an experienced and passionate Customer Support Agent to join our team at blithequark. As a critical member of our support team, you will play a vital role in ensuring the success of our therapist network by providing exceptional support and guidance throughout their treatment journey. Your expertise and dedication will be instrumental in driving continuous process improvements, delivering a world-class support experience, and making a direct impact on people's lives. Key Responsibilities Manage day-to-day therapist questions and requests through a shared mailbox and member support across multiple channels (SMS, phone, emails) Provide support to therapists to ensure success along their treatment journey Bring feedback and share insights with the team on common themes expressed by therapists Work with your direct manager to escalate open questions and concerns, collaborate with cross-functional teams to drive continuous process improvements, and execute experiments to enhance the support experience 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 and Requirements To succeed in this role, you should be a team player who is passionate, detail-oriented, and a strong communicator. We are looking for candidates with: 3+ years of related work experience in client service and support 2+ years of experience in the medical industry, particularly in mental health Knowledge of CRM systems, particularly Zendesk and Gmail A customer-first mindset, deep work ethic, and dedication to the highest level of support Comfort working remotely in a telehealth fast-paced startup environment Interest in the field of psychedelic-assisted psychotherapy and its potential to transform mental health What We Offer At blithequark, we are committed to setting our team members up for success and offering a clear path for career advancement and personal growth. As a Customer Support Agent, you can expect: Competitive hourly salary Flexible working hours Growth opportunities and a high level of freedom to make a meaningful impact The chance to work with a team of industry-leading experts who are highly collaborative, disciplined, and fun to work with The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic-assisted psychotherapy and making a positive impact on the lives of millions of people suffering from depression and anxiety Our Culture and Values At blithequark, we recognize that healthcare is a universal concern and that 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. We are committed to creating an inclusive and supportive work environment where everyone can thrive and contribute to our mission. If you are passionate about making a difference in mental health and are excited about the opportunity to join a cutting-edge team, we encourage you to apply. How to Apply 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. We can't wait to hear from you and explore how you can contribute to our mission at blithequark.