Senior Director, Customer Support

SimplePracticeSanta Monica, California, United States | Open ToRemote, Onsite

About Us

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

As the Senior Director of Customer Support, you will lead a highly skilled organization that is passionate about driving a great support experience for our customers. Your knowledge of best practices, tools and processes will enable our team to support SimplePractice as it continues its rapid evolution. By managing, mentoring and leading a diverse team across multiple locations and countries, you will foster a collaborative and inclusive work environment that embodies continuous learning and growth.

Responsibilities

Lead and coach through the SimplePractice Vision, Mission and Core Values; uphold the culture by incorporating this into the daily business operations
Set the vision, strategy, roadmap and goals for success for the Customer Support team
Oversee growth, service levels and productivity of department members through determining appropriate training, coaching, quality assurance, and developing individual performance
Use a data enabled approach to inform coaching decisions and actions on both a team and individual level
Analyze call center metrics and other performance indicators and delivers strategies to improve service levels
Act as the ultimate escalation point for customer inquiries
Continuously gather feedback from team members and deliver on internal changes and improvements
Oversee and manage BPO relationship
Recommend and help implement a modern Support tech stack to drive a great customer experience while improving team efficiency
Plan your team’s headcount in alignment with company recommendations to achieve your objectives
Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding
Closely collaborate with all stakeholders of cross-functional projects and maintain a top-down view of the entire execution

Desired Skills & Experience

A Bachelor’s degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred
7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company
Experience managing and coaching People leaders
Proficient and strong understanding of workforce management fundamentals
Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders
Strong problem solving and structuring skills, with ability to communicate actionable insights
Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it
Experience with Support Tech Stack - WFM tools, Case Management Software
Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always
Ability to manage conflict and resolve difficult situations
Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time

Bonus Points

Experience in vertical SaaS and/or Healthcare a plus
B2B experience in the SMB segment or in Direct to Consumer business model
Experience implementing and leveraging AI tools across support teams (or a curiosity on how it can be leveraged)

Base Compensation Range

$170,000 - $195,000 annuallyBase salary is one component of total compensation. Employees may also be eligible for an annual bonus, equity or commission. Some roles may also be eligible for overtime pay.The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Benefits

We offer a competitive benefits program including:

Medical, dental, vision, life & disability insurance
401(k) plan with company match
Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
Mental health resources
Paid parental leave & Backup Care
Tuition reimbursement
Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.

For more information about our privacy practices, please contact us at privacy@simplepractice.com.

Life at SimplePractice

Practice management made simple - the complete platform for health and wellness professionals in private practice. SimplePractice is the industry-leading practice management software for health & wellness professionals to manage their businesses, with features like AutoPay, online booking, Telehealth, and customizable documentation and notes. Save time with SimplePractice so that you can spend time on the things that matter. Secure. Smart. Simple!

Thrive Here & What We Value1. Practitionerfirst approach in everything we do | 2. Dedicated team that strives to improve the health and wellness industry by building innovative solutions for practitioners and their clients | 3. Unparalleled support for customers | 4. Passionate about collaboration and technology to provide a worldclass experience for customers | 5. Nontraditional business hours availability, including weekends and evening hours, to help manage response time goals throughout the entire week.</s> | Practitioner-first approach in everything we do | Health and wellness industry focus | Suite of products to support practitioners on their clinical journey</s> | SimplePractice values simplicity, humility, and collaboration | Emphasis on empowering private practices to succeed | Focus on generating a positive impact in the mental health industry | Multinational teams with opportunities for participation in face-to-face meetings both in Mexico and the US</s> | 1. Dedicated team focused on improving the health and wellness industry by building innovative solutions for practitioners and their clients. | 2. Allin-one platform to manage practices and tools/resources to thrive as a practitioner/business owner. | 3. Competitive benefits program including privatized medical, dental & vision coverage, work from home stipend, flexible time off (FTO), wellbeing days, paid holidays, summer Fridays, monthly meal reimbursement, holiday bonus, 15day Aguinaldo, hybrid work schedule & catered lunch. | 4. Employee Resource Groups (ERGs) for a diverse and inclusive workplace culture.</s> | Empowering clinicians through data-driven innovations | Welcoming and dynamic environment for AI enthusiasts</s> | Dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients | All-in-one platform to manage their practice and tools and resources to thrive as a practitioner and business owner | Small business owners who dedicate their careers to helping others</s> | 1. Innovationdriven | 2. Customercentric | 3. Collaborative | 4. Supportive | 5. Resultsoriented</s> | Practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice. | Dedicated team focused on improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients.</s> | Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays | Holiday Bonus, 15-day Aguinaldo | California Job Applicant Privacy Notice</s> | Dedicated team is focused on improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients.</s> | Dedicated to improving the mental health industry through innovative solutions for professionals and clients | Focus on supporting professional success while providing exceptional customer service | Emphasis on teamwork and collaboration across departments</s> | We think big | Take simplicity seriously | Come as we are | Act with humility | Built on trust</s> | Supporting customer success is our top priority at SimplePractice.</s> | Innovative Solutions for Practitioners and Clients | Geographically Diverse Business Units | Flexible Time Off and Wellbeing Days | Holiday Bonus and Aguinaldo | Hybrid Work Schedule and Catered Lunch</s> | 2. Dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. | 3. Focus on supporting practitioners on their clinical journey to becoming licensed, helping them manage their business and practice once they’re up and running, and enabling new clients to discover and interact with practitioners.</s> | SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine. | We are the world’s leading health practice management software. | Our mission is to empower private practices to thrive. | At SimplePractice, culture is our foundation. It influences the way we work, how we serve our customers, and how we approach accomplishing our mission. | We have five core values that we strive to embody every day: We think big, take simplicity seriously, come as we are, act with humility, and are built on trust. | Connection and collaboration are also key to our success. You will work with our talented multi-national teams and have opportunities to participate in onsites in both the US and Mexico.</s> | 2. Health and wellness industry focus | 3. Innovative solutions for practitioners and their clients | 5. Competitive benefits program including privatized medical, dental & vision coverage, work from home stipend, flexible time off, wellbeing days, paid holidays, summer Fridays, monthly meal reimbursement, holiday bonus, 15day Aguinaldo, hybrid work schedule & catered lunch, relocation bonus for candidates joining us from a different city.</s> | Culture is everyone's responsibility at SimplePractice | Connection and collaboration are key to success | Startup Savvy: understanding the fast pace, scrappiness, and flexibility required for success | Collaborative and inclusive work environment that embodies continuous learning and growth.</s> | Health and wellness practitioners can devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.</s> | At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. | Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. | Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.</s> | Empowering Private Practices to Thrive | World's Leading Health Practice Management Software | Five Core Values: Think Big, Take Simplicity Seriously, Come as You Are, Act with Humility, Built on Trust | Opportunities for Participation in Onsites in both the US and Mexico</s> | 1. We think big | 2. Take simplicity seriously | 3. Come as we are | 4. Act with humility | 5. Built on trust</s> | 1. Practitionerfirst approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice. | 2. Dedicated team that is committed to improving the health and wellness industry by building innovative solutions for practitioners and their clients. | 3. Highperforming team where your insights will directly impact key business decisions. | 4. Fastpaced environment with opportunities to shape the future of our financial planning and bring innovative solutions to complex problems.</s> | Focus on improving the health and wellness industry by building innovative solutions for practitioners and their clients.</s> | Passionate about driving growth and making a meaningful impact in the healthcare IT space. | Values transparency, inclusivity, and professional development.</s> | SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico, and Ukraine. | We have five core values that we strive to embody every day: thinking big, taking simplicity seriously, coming as we are, acting with humility, and being built on trust. | Connection and collaboration are also key to our success. You will work with our talented multi-national teams and have opportunities to participate in on-sites in both the US and Mexico.</s> | 1. Dedicated to Improving the Health and Wellness Industry by Building Innovative Solutions for Practitioners and Their Clients | 2. Allin-one Platform to Manage their Practice and Tools and Resources to Thrive as a Practitioner and Business Owner | 3. Passionate about Taking Complexity out of Health Insurance for Practitioners and Their Clients, and Expanding Access to Affordable Care | 4. Strong Focus on Innovation and Growth in our Insurance Product Offerings | 5. Collaborative Environment with Crossfunctional Teams and Stakeholders | 6. Competitive Benefits Program including Medical, Dental, Vision, Life & Disability Insurance, 401(k) Plan with Company Match, Flexible Time Off (FTO), Wellbeing Days, Paid Holidays, Summer Fridays, Mental Health Resources, Paid Parental Leave & Backup Care, Tuition Reimbursement, and Employee Resource Groups (ERGs)</s> | Dedicated team that is passionate about improving the health and wellness industry by building innovative solutions for practitioners and their clients | All-in-one platform to manage practices and tools/resources to thrive as a practitioner/business owner