GoodTherapy: Customer Support Associate, Remote Canada

GoodTherapy.org is seeking a great self-motivated Customer Support Associate to join our team. Daily responsibilities will include interacting with our customer base of therapists and those seeking therapy, working with our marketing team on great product initiatives, supporting our technology team with context and feedback on product improvements and changes and other fun tasks. If you are inspired and passionate about making a huge impact in behavioral health and at a growing company, we would love to talk! 
 
You: 
You are a self-motivated problem solver with exceptional customer service and technical skills. You thrive in a fast-paced, high-energy environment and can multi-task like a boss. You're looking for a career where you can master your craft in the healthcare-tech industry and deliver phenomenal support to healthcare professionals. If you're someone with a knack for listening who can identify problem points and create clear and effective solutions, this may be the job for you! 
 
Us: 
GoodTherapy, an EverCommerce brand, connects therapists and people seeking therapy, as well as helping mental health professionals grow their practices. Our team is committed to educating the public about the benefits of therapy, reducing stigma, and connecting people. 
 
Where: 
The EverCommerce team is distributed globally. With a widely distributed team, we are used to working across time zones. This role can be based anywhere in the United States or Canada. If you are close to one of our offices, you can choose between an in-office or hybrid set-up, or you can work 100% remotely. 
 
Must Haves: 

• 2+ years of customer service experience, preferably in healthcare or software, or a Bachelor's degree 

• Passionate about delivering world-class customer experience in a friendly, patient and professional demeanor 

• Sales experience is preferred but not mandatory.

• Excellent verbal and written communication skills; comfortable handling calls, emails and live chats  

• Knowledge of Salesforce or other CRMs, MS Office and Google Business Apps 

• Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful circumstances 

• Extremely strong attention to detail, yet able to explain complex concepts in simple, friendly terms 

• Able to juggle many technical and administrative tasks (multi-task), all with a sense of urgency (prioritization), simultaneously and accurately (time-management) 

• Be organized, ahead of schedule, communicative, and accountable. In short, own your role entirely, while being open to suggestions and new ideas 

• Vibe with our culture. Ability to speak out, take initiative, and challenge the status quo, while also being a true team player. We're talking energy, integrity, positivity, a hunger for knowledge, and a passion for sharing it 

Responsibilities:  

• Respond to all inbound support inquiries via email, phone, and live chat  

• Educate customers on how to fully utilize the platform  

• Foresee future challenges by assessing the unique needs of each client and their account  

• Promote and upsell other product offerings within the GoodTherapy platform  

• Assist the Support team with onboardings, support calls, and possibly other short-term projects when needed 

• Support the technology team with context and feedback on product improvements and changes  

Where: Remote - Canada
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.  

Benefits & Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 
• Robust wellness benefits, including an annual wellness stipend 
• Flexible and generous (FTO) time-off 
• Employee Stock Purchase Program 
• Registered Retirement Savings Plan (RRSP) with 4% company match  
• Continued investment in your professional development through Udemy 

Compensation: EverCommerce is committed to equal pay and transparency. The target base compensation for this position is $25 - $30/hr CAD per year. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.