Customer Support Representative

About Us
TadHealth is a fast-growing startup on a mission to make mental health resources accessible to everyone in school, work, and life.

Tadhealth is the first-ever all-encompassing behavioral health platform built specifically for school-based support programs. We increase access for students, reduce admin work for staff, and increase funding through billing and grants. Our team is passionate about changing the landscape of mental health support.

The Role
As a Customer Support Representative, you will work directly with amazing mental health professionals across various school districts - providing exceptional service and troubleshooting assistance. You will collaborate with internal teams, ensuring the needs of customers are addressed in a timely, professional manner. Huge bonus if you have experience in Education and/or Healthcare!!

Key Responsibilities:

• Empower customers with industry knowledge combining elements of healthcare language, state regulations, and privacy laws.
• Respond to customer inquiries via email, phone, and chat promptly and professionally. Setting up Zoom meetings wherever necessary.
• Troubleshoot customer issues, guiding them through the process of solving technical problems and escalating as necessary.
• Provide detailed explanations of platform features and offer training as needed.
• Assist with the documentation of common customer queries and solutions to improve the knowledge base.
• Collaborate with Sales at the end of the sale cycle to build rapport with new customers and prepare them for onboarding. Further collaboration with sales for renewal reviews with existing customers.
• Follow up with customers to ensure their issues are resolved and they are satisfied with our service.
• Collaborate with cross-functional teams (Product, Sales, and Engineering) to resolve complex client issues.
• Maintain a high level of customer satisfaction through empathy, active listening, and proactive problem-solving.
• Collect customer feedback and share insights with the Product team for continuous improvement.

Qualifications:

• 1-2 years of experience in customer support or a related field, preferably in a SaaS or tech environment.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly and patiently.
• Familiarity with CRM or ticketing systems (e.g., Hubspot, Intercom, Notion, Jira) is a plus.
• Ability to manage multiple tasks while maintaining attention to detail.
• Problem-solving mindset and willingness to learn.
• Experience working remotely and collaborating with distributed teams.

Work Hours:
This role is remote, but candidates must be available to work standard business hours in the Pacific Time Zone (PST).

Benefits:

• Competitive salary
• 401K
• Unlimited PTO
• Part of a fast-growing company and incredible opportunities for career growth.
• Opportunity to grow into a larger role with this new emerging department at TadHealth