Customer Support Specialist (Remote)

About AnswersNow

Our mission is to empower and enhance the lives of those affected by autism by providing accessible and personalized care through innovative virtual platforms. We are a rapidly growing, venture-backed digital health company delivering virtual autism care to families. Founded in 2017, we recently closed $11 million in Series A financing led by Left Lane Capital, a venture capital and growth equity firm that invests in high-growth internet and consumer technology businesses.

In the last year, our technology and network of dozens of licensed clinicians have facilitated thousands of hours of therapy to families and their children with autism. We’re driven by the tangible impact we’re having on families’ lives and are passionate about scaling our services nationally to serve even more. Our proprietary digital product:

• Provides clients access to virtual therapy, anytime and anywhere: Bring families from assessment to therapy in as soon as 3 weeks without a waitlist or commute
• Improves client outcomes: 97% of parents report dramatic improvements in their loved ones socially significant behaviors
• Connects clients with expert care: Pair families with a dedicated, expert-level clinician who has a master’s degree or PhD, board certification, and over 1,000 hours of supervised fieldwork

As we gain traction quickly, we’re looking to bring on new talent to support our growth. At AnswersNow, we're proud to be headquartered in Richmond, VA, but our fully-distributed, remote team means we welcome applicants from across the country to join our talented, entrepreneurial team in our mission.

Customer Support Specialist

Remote, Anywhere in the US

About the role

The AnswersNow Customer Support Specialist is responsible for delivering a positive customer experience to both our families and clinicians throughout their entire relationship with AnswersNow. You will be responsible for providing prompt and accurate support for client onboarding, answering questions about the AnswersNow platform and will assist with documentation, experience improvement projects, and other client-facing team work as needed.

What you'll do

• Assist in the orientation and onboarding process for new clients, ensuring a smooth transition onto our platform and they are set up for success from day one.
• Communicate effectively with families the value proposition of our virtual telehealth ABA therapy model.
• Develop a deep understanding of our video platform's features, functionalities, and benefits and become an expert in using our video platform to assist clients as well as BCBAs when questions or technical issues arise.
• Be the first point of contact for platform-related inquiries and issues, and work to resolve them efficiently and effectively.
• Collaborate with internal teams to find solutions to challenges and ensure timely resolution. Escalate issues when appropriate.
• Keep accurate records of your interactions, issues, and resolutions in our customer management system.
• Collaborate with the product & engineering teams to understand new features rolling out and help ensure they are successfully adopted at launch.
• Collect and document customer feedback, suggestions, and pain points, sharing them with our product and development teams to drive improvements and updates to the help system.

About you

• Strong interpersonal and communication skills, with a client-centric mindset.
• 3+ months of ABA Clinical experience or relevant training as an RBT
• Previous experience in a client support or customer service role within a clinical setting
• Ability to quickly debug issues and escalate when needed - both for issues and patterns of issues.
• Problem-solving abilities and a proactive approach to finding solutions.
• Attention to detail and the ability to manage multiple client inquiries simultaneously.
• Familiarity with customer service tools such as Intercom, Zendesk, or Freshdesk is a plus.
• Comfortable with technology and virtual communication tools.
• We are hiring for Eastern time zone coverage, we cannot take other time zone preferences at this time. Working hours will be 9am-5pm Eastern
• This role is eligible for remote work anywhere within the United States.

Our benefits include

At AnswersNow, you’ll have the opportunity to be part of a company that is revolutionizing the ABA industry. Other benefits to working at AnswersNow include competitive pay, meaningful investment in the company via stock options, generous time-off (please use it!), health, vision and dental care, and more.

More About AnswersNow

At AnswersNow, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here! AnswersNow is fully remote and open to hiring folks within the US. For more information, please visit getanswersnow.com.