Customer Experience Specialist

As a Customer Experience Specialist, you will work directly with amazing mental health professionals across various school districts - providing exceptional service and troubleshooting assistance.

At TadHealth, we’re transforming the way mental health and wellness services are accessed and managed. Our platform connects schools, healthcare providers, and families to ensure seamless, impactful care. We are passionate about making a difference in communities and empowering individuals to thrive.

About Us

At TadHealth, we’re transforming the way mental health and wellness services are accessed and managed. Our platform connects schools, healthcare providers, and families to ensure seamless, impactful care. We are passionate about making a difference in communities and empowering individuals to thrive. Join us in creating a healthier future, one connection at a time.

**The Role**

As a Customer Experience Specialist, 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:**

* 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 Customer Success and prepare them for onboarding. Assist with forms and integrations. 

* 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.

* write guides and tutorials for our product and how different user roles can use TadHealth effectively

* Collect customer feedback and share insights with the Product team for continuous improvement.

* Empower customers with industry knowledge combining elements of healthcare language, state regulations, and privacy laws.

*Assist with on-site meetings, including bringing marketing materials and things like beverages and snacks.

**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 should be in the state of California to sometimes go onsite to assist with trainings

**Benefits:**

* Competitive salary

* 401K

* Unlimited PTO

*Healthcare stipend

* 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