GoodTherapy, an EverCommerce company and leading mental health-related website, is currently seeking a Customer Support Team Lead to join our Operations team. The ideal candidate is authentic, empowered, a motivated leader, and enjoys both playing the role of Customer Support Associate and Team Lead. 

You:
You are hungry for leadership experience and want to make an impact in a startup-like setting. You’re highly organized and capable of handling multiple tasks concurrently. You love analyzing data, prioritizing initiatives, tracking impact, helping identify and execute operational optimizations, and (occasionally) putting out fires. You’re coachable and willing to take on a project or task that may be outside of your job description. You have 3-4 years working experience with a background in customer service, sales, business analysis, and/or account management. You know your way around reporting, and are interested in identifying trends in data. You are eager to understand business operations, and are excited at the opportunity to do by playing the role of team lead, project coordinator, and business analyst. 

Us:
GoodTherapy.org, an EverCommerce company, is a top-ranked online directory for mental health professionals. We support therapists in their practice of ethical therapy and advocate for healthy, collaborative, empowering therapy practices. GoodTherapy.org provides referrals to qualified and screened therapists as well as valuable information and resources about mental health for people seeking therapy.

This is a truly rare opportunity, combining a vibrant startup environment with larger company stability, support, and opportunities where you can do good, working within a team of people genuinely dedicated towards helping make the world a better place.

Where:
EverCommerce’s GoodTherapy office is located in the LoDo area of Denver. Our collaborative, open-plan office space is filled with high-energy, talented people who enjoy our weekly lunches, bubble hockey, and hanging out with their co-workers.

Essential Duties and Responsibilities:

• Managing day to day workflow of Customer Support volume as needed
• Project managing special projects and initiatives
• Delegating phone shifts/tickets/tasks; orchestrating coverage for absences
• Track and report key performance indicators on deadline and analyze data to improve customer service and member benefits and/or maximize team performance and productivity.
• Pitch and implement creative ideas for improving GoodTherapy.org support processes and strategies, maximizing member benefits, and/or achieving company objectives.
• Carry out day-to-day customer support, escalations, QA, and troubleshooting as needed 
• Lead, organize, and train the Customer Support team
• Leading team-level objectives and key results (OKR) creation and scoring - making sure team OKRs accurately trickle down to individual-level OKRs
• Plan and manage support-related projects and initiatives, collaborating with other team members and/or departments as needed. 
• Keep management informed about support-related projects, performance, tasks, objectives, and needs.
• Serve as a liaison between customers/users and various departments within the company. 

Skills and Abilities:

• Supervisory or project coordinator background
• Technical support, reporting, and data analysis experience (eg. reporting out of CRMs like Zoho or Salesforce, Excel, SQL, Tableau, etc.)
• Strong attention to detail and organizational skills 
• Excellent written and verbal communication
• High emotional intelligence and ability to connect well with customers and teammates; solutions-focused (us vs. problem, not us vs. them)
• Experience in SaaS, tech, or similar environment
• Experience using a customer support ticketing system and/or CRM
• Knowledge/interest in therapy or mental health is a plus

Perks & Benefits:

• Competitive salary
• Robust medical benefits & 401(k)
• Public transportation reimbursement
• Gym stipend
• Start with 17 vacation days plus your birthday off
• Continued investment in your professional career