Experienced Customer Support Agent – Remote

Join arenaflex, a pioneering healthtech company, on a mission to revolutionize the mental health landscape by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. As a Customer Support Agent at arenaflex, you will play a vital role in empowering therapists to provide high-quality care to patients through our innovative platform.

About arenaflex

arenaflex is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). Our patient-centered collaborative care model brings together licensed psychotherapists and arenaflex's in-house medical team to provide comprehensive care to patients.

Our Journey So Far

We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx. This investment has enabled us to build a talented team of industry experts who share our vision of transforming mental health.

Our Culture

We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high-performing individuals. Our team combines extensive experience in business and healthcare, and we are mission-driven to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and making a direct impact on people's lives.

Your Role

As a Customer Support Agent at arenaflex, you will be responsible for providing exceptional support to therapists who are using our platform to provide high-quality care to patients. Your day-to-day responsibilities will include:

• Managing day-to-day therapist questions and requests through a shared mailbox and member support across multiple channels (SMS, phone, emails)
• Providing support to therapists to ensure success along their treatment journey
• Bringing feedback and sharing insights with the team on common themes expressed by therapists
• Working with your direct manager to escalate open questions and concerns, collaborate with cross-functional teams to drive continuous process improvements, and deliver a world-class support experience
• Executing experiments and documenting knowledge bases/saved responses for better serving patients

Responsibilities

* Assist with coordination of scheduling, rescheduling, and canceling therapist appointments as required

• Manage therapist inquiries and requests through our email communication system
• Provide tech support for therapists struggling with account access
• Coordinate with operations and therapist success teams to ensure requests are responded to in a timely manner
• Monitor the therapist journey to identify and mitigate potential issues as well as discover opportunities to improve the process
• Oversee the processing of therapist credentials submitted to our platform

Profile

* Team player who is passionate, detail-oriented, and a strong communicator

• 3+ years of related work experience in client service and support
• 2+ years of experience in the medical industry, particularly if you have worked in mental health
• Knowledge of CRM systems, particularly Zendesk and Gmail
• Customer-first mindset, deep work ethic, and dedication to the highest level of support
• Comfortable working remotely in a telehealth fast-paced startup environment
• Interest in the field of psychedelic-assisted psychotherapy to transform mental health

What We Offer

* Competitive hourly salary

• Flexible working hours
• Growth opportunities and a high level of freedom
• We aim to set our team members up for success and offer a clear path for career advancement and personal growth
• Work with a team of industry-leading experts who are highly collaborative, disciplined, and who have fun working together
• The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic-assisted psychotherapy and make a positive impact on the lives of 100M+ people who are suffering from depression and anxiety in the US today!

Equal Opportunity Employer

We recognize healthcare is a universal concern and tackling the mental health crisis will require team members with different strengths from all walks of life. We are an Equal Opportunity Employer and consider applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law.

Join Our Team

If you feel discouraged by the job description because your skills don’t exactly match, please apply anyway. We likely missed something and are open to expanding our understanding of the role. We are excited to meet talented individuals who share our passion for transforming mental health and are eager to join our team.

Apply Now

To apply for this exciting opportunity, please visit our website at [insert link]. We look forward to reviewing your application and discussing how you can contribute to our mission to transform mental health. Apply for this job