Member Success Advocate

Who are we and why join us?

• We help people change their lives. BetterHelp is the world’s largest counseling service. In 2013 we set out on a mission to provide everyone with easy, affordable, and private access to professional counseling - anytime, anywhere. Today, our network of over 10,000 licensed, accredited, and board-certified therapists have assisted more than a million people face life challenges. Every month, our secure website and mobile app facilitate over five million messages, chats, voice calls, and video sessions each month that help people change their lives.
• We are a community that grows together - both professionally and personally. Even with our exponential growth, our team is kept agile and nimble, allowing you to have a huge impact and carve your own path from day one. We invest in our people’s well-being and upward mobility because we know that business and individual growth go hand-in-hand.

What are we looking for?

We are looking for a hard-working, passionate, and empathetic individual to own the communication and relationship with our fast-growing community of members. In this position, you will help members on their path to successfully connect with a counselor and improve their overall mental health. You will advocate for our members’ needs to other teams, provide solutions to members, and represent BetterHelp clearly in your communications. Your role will encompass everything customer service!

What will you do?

• Respond to a high volume of questions and resolve any concerns from our members via email and potentially live chat
• Provide a high level of service and outstanding support to improve the member experience, ensure high customer satisfaction and prevent churn
• Handle general administrative work as it relates to the team when needed
• Enjoy great teamwork, have lots of fun, and take pride in building a world-class product that makes a difference in people's lives
  

What will you NOT do?

• You will NOT treat this as a "job". We believe in what we do and we are very passionate about it. If you're simply looking for a job to pay the bills, please don't apply.
• You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people allowed here!
• You will NOT get yourself burned out. We work hard but we believe in maintaining sustainable work/life balance. Really.

Requirements

• Experience providing customer support and/or responding to a high volume of emails or chat messages
• Ambitious, hard working, execution-oriented, eager to get results and succeed
• Tech-savvy - able to grasp, operate and master complicated computer systems
• Analytical and metrics driven (really)
• Excellent communication - oral and written
• Being able to present and convey ideas clearly and confidently
• Strong time management, organizational, and efficiency skills
• Commitment to either a Tuesday - Saturday or Sunday - Thursday shift
• A strong desire to help people!

Advantages (not mandatory but great to have):

• Bachelors degree in psychology, social work, etc
• Experience in developing applications or sites
• Startup experience
• To make sure you read the job description, please add the word "moussaka" to your cover letter

Benefits

• Very competitive salary & equity compensation
• Excellent health, dental, vision coverage
• 401k benefits with employer matching contribution
• Office in the heart of downtown Mountain View, a three-minute walk from Caltrain
• Catered lunch every day, bottomless snacks (even avocado toast!), and locally roasted coffee
• Commuter benefits, FSA accounts, and Employee Stock Purchase Programs available
• Building something that matters - loved by the people and admired by the press
• Any piece of hardware or software that will make you happy and productive
• Free BetterHelp accounts for all team members
• Awesome people to work with
• Nothing to slow you down
• Helping people have a better life, every day

#DNI