Therapy Flow is looking for a Customer Support Agent to provide excellent service and technical assistance to our clients. In this role, you will handle customer inquiries, troubleshoot technical issues, and ensure client satisfaction across all of Therapy Flow’s products and services. The ideal candidate should have strong problem-solving skills, excellent communication skills, and a customer-first approach. You should be comfortable using various support channels, working with CRM and support ticketing systems, and guiding clients through our tools and services effectively.
About Us
Therapy Flow is a leading tool, education, and service company serving mental health private practices. We simplify the private practice ownership process for mental health providers by delivering expert marketing, sales, operations, and SaaS solutions.
Our Core Values:
- Integrity First
- Deliver WOW Through Service
- Create Community
- Excellence through Education
- Lead with Passion
- Invest in Simplicity
If our culture does not deeply resonate with you, please do not apply.
Job Description
Therapy Flow is seeking a Customer Support Agent to provide world-class service and technical support to our clients. This role is responsible for handling customer inquiries, troubleshooting technical issues, and ensuring client satisfaction across all of Therapy Flow’s products and services.
The ideal candidate has strong problem-solving skills, excellent communication abilities, and a customer-first mindset. You should be comfortable managing multiple support channels, working within CRM and support ticketing systems, and helping clients navigate our tools and services effectively.
Key Responsibilities
- Client Support & Troubleshooting:
- Provide timely, friendly, and professional support via email, chat, and phone.
- Troubleshoot technical and non-technical customer issues, ensuring quick and effective resolutions.
- Assist customers in navigating CRM, automation tools, and other industry-specific platforms.
- Document common issues and resolutions to improve support resources and efficiency.
- Customer Experience & Satisfaction:
- Ensure a seamless customer journey by proactively identifying and resolving potential issues.
- Help maintain a high customer retention rate by delivering top-tier service and problem-solving.
- Educate customers on best practices, product features, and how to maximize their success with Therapy Flow.
- Identify recurring client concerns and provide feedback to improve internal processes and offerings.
- Internal Collaboration & Process Improvement:
- Work closely with customer success, product, and technical teams to escalate complex issues and implement long-term solutions.
- Assist in onboarding new clients, ensuring they have the resources needed to succeed.
- Contribute to FAQ documents, support guides, and internal knowledge bases to improve efficiency.
Skills & Qualifications
- A Diploma or equivalent qualification.
- Strong troubleshooting and problem-solving skills, with a customer-first mindset.
- Excellent verbal and written communication skills, with the ability to explain technical solutions in a simple way.
- Familiarity with support ticketing systems, CRMs, or live chat platforms (GoHighLevel, Zendesk, HubSpot, etc.) is a plus.
- Highly organized and detail-oriented, able to manage multiple client inquiries simultaneously.
- Self-motivated and proactive, able to work independently in a remote environment.
- A strong passion for helping people, solving problems, and delivering a WOW customer experience.
Preferred Qualifications
- Experience in customer support, particularly in a SaaS, tech, or service-based company, is an added advantage.
Benefits
- Dental, health, and vision insurance
- Paid time off
- Flexible, Unlimited, and “Responsible” Time Off Policy
- Remote Work Environment
Salary: 20 - 25 USD per hour