Job Description
Member Success Advocate – Contract
Mountain View, California, United States
Success
Contract
Who are we and why join us?
- We help people change their lives. BetterHelp is the world’s largest therapy service. We set out on a mission to provide everyone with easy, affordable, and private access to professional counseling: anytime, anywhere. To date, our network of over 20,000 licensed, accredited, and board-certified therapists have assisted more than 1,000,000 people. Every month, our secure website and mobile app facilitate over 5,000,000 messages, chats, voice calls, and video sessions that help people face life’s challenges.
- We’re taking mental healthcare to the next level. We combine clinical care, cutting-edge technology and data-driven product development to constantly learn, iterate, and improve. We are relentless in our pursuit of better, always questioning the status quo and discovering new ways to get things done and serve our members.
- We are a community that grows together – both professionally and personally. Even with our exponential growth, our team is kept agile and nimble, allowing you to have a huge impact and carve your own path from day one. We invest in our team’s well-being and professional development because we know that business and individual growth go hand-in-hand. You will move fast, remain flexible, and be challenged every day. Join us!
What are we looking for?
We are looking for a self-starter, hard-working, passionate individual to own the communication and relationship with BetterHelp and our fast-growing community of members and therapists. In this position, you will be the voice of our members to other teams and provide solutions to users while also representing BetterHelp. Your primary role will encompass everything customer service! You may also be involved in efforts including: account management, product, and everything that makes our service better!
What will you do?
- Be a BetterHelp contact point for both members and potentially therapists in the future
- Use email to assist our members, provide outstanding support and improve their experience
- Proactively conduct outreach and maintain productive communications with members and therapists to get feedback, improve satisfaction, and prevent churn
- Take part in the product’s QA – performing regular and initiated testing to the product’s performance, features and functionality
- Handle general administrative work as it relates to the team when needed
- Take pride in building a world-class product that makes a difference on people’s lives
What will you NOT do?
- You will NOT be confined to your “job”. You will get involved in cross-communicating with product, marketing, business strategy, and all other BetterHelp teams.
- You will NOT treat this as a “job”. We believe in what we do and we are very passionate about it. If you’re simply looking for a job to pay the bills, please don’t apply.
- You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
- You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.
Can I work remotely?
Yes! We work in Pacific Time and we are open to remote employees who are located in the domestic United States.
Requirements
- Applicants must reside in the United States
- Bachelor’s degree
- Ambitious, hard working, execution-oriented, eager to get results and succeed
- Tech-savvy – able to grasp, operate and master complicated computer systems
- Analytical and metrics driven (really)
- Excellent communication – oral and written
- Able to present and convey ideas clearly and confidently
- Time management and organizational skills
- Curiosity about everything
- Ability and willingness to work Saturdays or Sundays, 40 hrs/week.
- Love to help people!
Advantages (Not mandatory, but great to have):
- Bachelors or Masters degree in psychology, social work, etc.
- Experience in providing customer support over email
- Experience in customer-facing environment
- Experience in developing applications or sites
- Startup experience
Benefits
- This is a remote, “contract to hire” position. Ability for full-time employment, based on proven success.
- Building something that matters – loved by the people and admired by the press
- Free BetterHelp accounts for all team members
- Awesome people to work with
- Nothing to slow you down
- Helping people have a better life, every day