Customer Support Specialist
About Mentalyc:
Mentalyc, is an industry leader and pioneer of AI-note taking for therapists and other mental health professionals. Since the company incorporation in 2021, we have automated note taking, treatment planing, progress tracking with AI as a central component. We have also acquired thousands of customers and grew our team.
Our vision is to make therapy more effective, efficient, and truly measurable through insightful, data-driven interventions. Our mission is to turn AI-generated notes into Clinical Intelligence that helps therapists grow, deepen therapeutic relationships, and achieve outcomes AI alone never could.
What we offer:
- A unique opportunity to work at the intersection of mental health and cutting-edge technology.
- Collaborative work environment with a diverse and international team.
- Flexible working hours and remote work options.
- Competitive pay based on experience and qualifications.
- Opportunities for professional growth and development in the mental health and customer support fields.
Responsibilities:
- Serve as the primary point of contact for customers, managing their needs and expectations with perfect English and a friendly demeanor.
- Efficiently manage and prioritize customer inquiries, creating detailed tickets for developers and reporting bugs as necessary.
- Resolve customer issues in a timely and effective manner, ensuring high levels of customer satisfaction.
- Develop, manage, and nurture customer relationships, with a focus on organizational excellence and timeliness.
Requirements:
- 4+ years of experience in customer or product support, preferably within a SaaS environment.
- Fluent, professional-level English with excellent written and verbal communication skills.
- Solid understanding of customer support best practices and a proven ability to master new products quickly.
- Strong interpersonal abilities, capable of explaining complex or technical concepts in a clear and accessible way.
- Technically proficient, with the ability to identify bugs, analyze and categorize issues to create comprehensive tickets for the development team.
- Experience creating presentations and training materials, and proactively spotting opportunities to improve product functionality and user experience.
Personal Qualities:
- Problem-solving mindset with a strong attention to detail.
- Proactive, customer-centric mindset with a friendly approach.
- Highly organized, able to manage multiple tasks simultaneously and meet tight deadlines.
- Ability to work independently and as part of a team, with a strong sense of responsibility and initiative.
Nice to Have:
- Understanding of the U.S. healthcare system, particularly mental health services.
- Experience in a role focused on psychotherapists or in the mental health space.
- Passion for mental health advocacy or improving mental health services.