Product Support Associate

Our purpose

At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.

How you’ll make an impact

As a Product Support Associate on the Agile Program Management team:

• You’ll work closely with the product and engineering teams, as well as across the business to manage intake, investigation and resolution of product defects to maintain and improve internal and external customer satisfaction. 
• As a SonderMind product expert, you’ll also own creating engaging release communications for our internal and external customers to build excitement and adoption of new features and enhancements. 
• You will also own our feedback intake and triage to ensure bright ideas from users are reviewed and prioritized when relevant. 
• As we release new mobile apps, you’ll have an exciting opportunity to manage app reviews in the app stores to ensure efficient feedback loops with our product development teams and our customers.

Success looks like 

• As you settle into your new role, you should quickly become familiar with our tools such as Jira and Confluence. You should also work towards becoming an expert on current product functionality, development and release cycles, and understand product strategy and roadmap through review of Knowledge Base documentation, past release notes and our Training/Demo environment.
• After onboarding, you will be expected to take ownership of product support ticket investigation and triage, incident management coordination, and release communications.
• In parallel, you will take ownership of building out our app review and feedback intake processes to create clear communication loops cross-functionally and with our users.
• You will be measured on your ability to maintain internal customer satisfaction, work proactively with product and engineering to resolve issues, and communicate quickly and concisely across the business when incidents arise.

What you’ll do

• Product Support
• Act as a point person to receive, define priority/impact, and escalate all product-related issues.
• Work directly with internal employees and customers to understand, analyze, and troubleshoot potential product defects.
• Quickly investigate, reproduce, and triage defects to the appropriate product development team.
• Assist with root cause analysis and capture relevant data for defect reporting.
• Friendly and concise cross-functional communications on issue status.
• Incident management ownership, including incident coordination with product, engineering, QA and Ops; status update communication to leadership and impacted teams; facilitate retros and After Action Reports.
• Ensure mitigation and actions related to incidents are captured, developed and closed out.
• Answer product-related questions for internal users.
• Product Release Communications
• Create engaging internal product release notes based on an established release cadence.
• Work with Marketing, Product and Provider Ops teams to create engaging external product release communications within the product and via other social media channels when relevant.
• Update, manage, and communicate closure of product defects based on released work.
• Product Feedback Management
• Review, triage and respond to mobile app reviews in app stores.
• Review, consolidate, and triage provider feedback to Product Managers from in-portal integration.
• Work cross-functionally (Customer Ops, Provider Ops, Marketing, User Research) to gather client and provider feedback; consolidate and triage feedback to Product Managers.
• Create and manage an internal feedback and enhancement request system for internal users to submit ideas to Product. Review and triage requests to Product Managers.

What you’ll bring with you

Required Experience  

• 1-3 years experience with product support
• Knowledge of or experience working in the software development lifecycle
• Ability to communicate technical information in an accessible manner to non-technical users
• Experience with Jira Software, Jira Service Management and Confluence
• Proficiency in troubleshooting software systems and applications
• Ability to multi-task and perform in a fast-paced environment  
• Strong critical thinking and analytical skills
• Excellent verbal and written communication skills

Preferred Experience 

• Bachelor’s Degree in related field
• Experience creating release notes or demos for business stakeholders

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean  what you say, act accordingly
• Bucketworthy: Don’t let your bucket leak

Our Benefits 

The anticipated salary range for this role is $70,000- $80,000. This role is eligible for equity grants. Actual compensation is based commensurate with qualifications and experience.  

As a leader in redesigning behavioral health we are walking the walk with our employee benefits package. We focus on meeting SonderMinders wherever they are and supporting them in all facets of their life with both mental and physical aspects in mind.   

Our benefits include:

• Medical, Dental, and Vision coverage effective on your first day with plans to meet your needs including HSA and FSA options. 
• Therapy coverage benefits to enable our employees to get the care they need
• A flexible PTO policy, 12 company paid holidays 
• 18 day PTO increasing based on years of service, 12 company paid holidays {non exempt} 
• Employer-paid disability & AD&D to cover life's unexpected - not only that, we cover the difference in salary for up to eight weeks of short-term disability leave
• Eight weeks of paid parental leave 
• Competitive market salary, up-to 4% salary company match on 401K 
• Pet insurance through ASPCA 

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.