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Role Description

We are looking for a Customer Experience Associate to be a part of our growing CX team. This role gives you insight and exposure to many different areas of the organization, and a lot of opportunity for learning and growth. As CEA, you will report directly to our Customer Experience Manager and help be the face of Osmind to our customers.

• Drive the customer support function for our upgraded EHR platform and managed healthcare services
• Respond to customer queries in a timely and accurate way via email, phone, and chat regarding EHR usage
• Troubleshoot customer issues with EHR functionality and coordinate with vendor support when advanced technical assistance is needed
• Identify customer needs and help customers optimize their use of EHR features
• Assist cross-functionally with service updates, process improvements, and client outreach
• Serve as a liaison between customers and vendor support, ensuring efficient issue resolution and clear communication
• Maintain detailed case documentation and update the internal knowledge base with common issues and solutions
• Give suggestions to improve service delivery processes and overall customer success

Qualifications

• Excellent English skills, both written and spoken
• Ability to work 9 am - 5 pm PT Monday - Friday
• 1+ year experience in customer support or success role
• Experience working with healthcare software such as Electronic Medical Records
• Passion for improving mental healthcare access and quality
• Excellent verbal and written communication skills, including great email hygiene
• Compassion and empathy, detail-oriented
• Experience utilizing a ticketing system in a customer-facing role

Requirements

• Startup experience, preferably early-stage
• Familiarity with help desk software such as Intercom

Company Description

Osmind is a technology, services, and data company focused exclusively on psychiatry. We serve a network of 800+ independent psychiatry practices across 49 states, helping these clinics effectively provide high-quality care, scale as businesses, and contribute to research with our purpose-built EHR, software solutions, clinician community, and managed services.

Osmind is a San Francisco–based public benefit corporation backed by top investors including DFJ Growth, Future Ventures, General Catalyst, and Y Combinator.