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Modernizing healthcare communication

Customer Support

$70k – $100k • 0.05% – 0.2%
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Seniority: Entry-level
Location: San Francisco, New York (option to be remote available for the right candidate)

To apply: Please download our app from the app store by searching for Spruce Care Messenger and create a new account as a pretend healthcare professional by choosing "Create a new account." Name your clinic "Your Name - Applicant." In your application note, please provide a few sentences of candid feedback about the app.

About us.
At Spruce we think all Americans should have modern access to high quality, affordable healthcare and that well-designed software can help achieve that goal. Our flagship product is used by thousands of medical clinics across America and is the top-rated app for patient-provider communication. For patients, we make it easy to text your doctor any time, for anything you need. For providers, our platform makes it easy to provide patients with unparalleled access to care via any channel — text, call, voicemail, and more. We’re based in San Francisco and are funded by top investors including Kleiner Perkins, Google Ventures, Baseline, and Cowboy Ventures.

About the role.
We are looking for a Customer Support Specialist for our talented Customer Operations team, who are focused on the activation, satisfaction, and retention of our customer base. As part of this team, you will support our customers in becoming experts on the product, onboarding other members of their clinic, and solving problems on their behalf. You will be the ‘face’ of Spruce for customers and embody our company-wide commitment to exceptional customer experience.

Expect to:
* Act as the front line of support on inbound requests from our customers utilizing a range of internal tools (in-app chat with customers, internal admin panel) and third-party tools (HelpDesk)
* Promptly and thoughtfully address customer questions and requests, ranging from simple (product questions, helping with account setup, basic troubleshooting) to more complex (configuring customer accounts) in nature
* Manage day-to-day operational processes (porting of phone numbers from other carriers to Spruce) and collaborating with other teams to escalate issues where necessary
* Act as the voice of the customer to other teams (product, marketing, and sales) and proactively look for opportunities to deliver more value to our customers
* Identify and implement initiatives to improve team efficiency
* Recommend and create educational resources and materials for customers and the internal team to proactively get ahead of common issues and questions

About you.
* 2+ years experience in a customer-facing, problem-solving support role
* Experience in customer support for a SaaS or highly technical product
* Exceptional communication skills, both written and verbal. You can clearly and thoughtfully explain new concepts to different audiences
* Passion for helping others and high degree of empathy for our customers
* High degree of comfort with technology
* Motivated self-starter with strong problem solving skills to navigate complex problems
* Organized and detail-oriented
* Willingness to travel to San Francisco for initial training/onboarding (if remote)

A bit more about us and how we operate.
We’re an intentionally lean team as we think too many cooks in the kitchen spoils the broth. We prefer smaller, more collaborative teams where everyone is uniquely talented and hungry for ownership/impact and hungry to grow at their own pace. If you’re the type of person that is more talented than the promotion timelines at your company + you’re hungry for more ownership and impact, we may be the company for you.

We need to add someone to our team that can spend all day helping healthcare professionals to be successful in using spruce. Must love the spruce product. Must become the biggest power user of the product on the planet such that can answer any question about it in a helpful way. Must love making an impact by helping doctors to help patients. SF office location preferred but will consider applications from anywhere as wfh. If applying share experiences that lead you to believe you’d be great at the role and fulfilled doing it.

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