Job Description

Job Description

Job Description

The Company and Team
At Virtual Therapeutics, we are on a mission to combat the global mental health crisis using immersive virtual reality technology, evidence-based techniques, and engaging content. With decades of diverse experience and a unique set of resources at our disposal, Virtual Therapeutics is dedicated to building a new class of immersive products that will dramatically broaden access to engaging therapies designed to improve health and wellness. With mental health and well-being at the core of everything we do, our team is committed to fostering a culture of trust, collaboration, and passion. We are excited to grow alongside you as Virtual Therapeutics continues to transform and grow with each passing day!

Role

We are seeking a highly motivated and experienced Customer Success Specialist to join our dynamic team in the digital therapeutic industry. As a Customer Success Specialist, you will play a critical role in ensuring our clients maximize the value they receive from our innovative solutions. You will be the primary point of contact for our clients, providing exceptional support and guidance to help them achieve their health and wellness goals through our VR technology. You will develop strong relationships with clients, understand their needs, and work closely with internal teams to ensure their success. Your goal is to drive client satisfaction, retention, and growth by delivering an outstanding customer experience.

Responsibilities

Customer Success Strategy

• Serve as the primary point of contact for product end users, addressing incoming support inquiries and resolving issues, in alignment and compliance with customer experience strategy and the company's objectives and values.

• Verify and process incoming product orders by confirming prescriptions submitted by licensed doctors through online tools.

• Follow best practices to optimize the customer support process, ensuring prompt and efficient responses and follow-ups to all stakeholder inquiries through multiple communication channels.

• Encourage self-service alternatives to reduce the volume of support requests and improve efficiency.

• Utilize Stripe, Google/Apple Store and additional internal CRM tools to accurately maintain customer records and track customer transactions.

Customer and End User Satisfaction

• Ensure all interactions with external stakeholders are handled professionally, promptly, and thoughtfully.

• Focus on enhancing user satisfaction and retention by delivering exceptional customer support at all steps in the customer journey.

• Proactively engage with users to gather feedback and understand their pain points, using this information to improve the overall experience.

• Escalate issues and complaints in a cross-functional regulatory compliant environment, demonstrating empathy and understanding while seeking resolutions.

• Streamline existing customer success operations and implement new processes where needed to improve overall efficiency and effectiveness.

Data Analysis/Management

• Pull reports and analyze data from customer support tickets and internal CRM tools to identify trends, track performance, and uncover areas for improvement.

• Present data-driven insights to team members to inform decision-making and improve customer success initiatives.

Qualifications

• 3+ years of direct experience in customer experience, customer support/success within the mobile gaming, digital therapeutic, healthcare software or related tech industries.

• Proven expertise with support ticketing systems and CRM tools (i.e. Zoho CRM and ZenDesk).

• Experience in small customer service teams, including direct reporting responsibilities.

• Excellent written and verbal communication skills, including a knack for documenting controlled processes.

• Strong ability to simplify complex technical issues for diverse audiences.

• Strong problem-solving skills with the ability to manage challenging situations calmly and effectively.

• Demonstrated adaptability in a fast-paced, dynamic environment.

Benefits and Perks

Full benefits package including matching 401K, bonus opportunities, great company culture, and flexibility.

Virtual Therapeutics is an equal opportunity employer committed to fostering an inclusive, innovative environment. We provide employment opportunities without regard to age, race, color, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations or accommodations, we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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