Support Coordinator at BetterMynd

BetterMynd is on a mission to make mental health resources more accessible to college students. Through our nationwide network of providers and the power of teletherapy, BetterMynd is empowering college students to get the mental health care they need, while helping colleges and universities to better support the growing needs of their college counseling centers.

BetterMynd is a mission-driven, start-up organization. That is, by definition, an environment that demands full and active engagement from each employee. It means we care deeply about the outcomes we deliver and about each other. We show up with energy and enthusiasm every day. A strong connection to our mission is an important component to the role.

You will be a great fit if:

• You feel passionate about supporting community members who seek connection, and you recognize counseling as a solution to the mental health challenges that so many people are experiencing in our society.
• You believe deeply in the value of both higher education and equitable access to mental health support. You understand that without mental health support, obtaining a college degree is exponentially more difficult.
• You have a detail-oriented and operational mindset and enjoy problem solving within a collaborative group setting.

The role:

The Support Coordinator position is responsible for the day-to-day customer service of our student and campus administrator users. This role sits within the Campus Success division of our Campus Relations department.

You will support our customer base both directly through conversations and indirectly through creating and maintaining documentation. You will be responsible for the timely handling of all incoming support tickets, technical troubleshooting, knowledge base content, and support of the campus experience.

Internally, you will work with your colleagues in Campus Success by building out campus dashboards, updating documentation, and reporting on outcomes.

This is an ideal position for a dedicated, hard-working, and independently motivated individual who enjoys learning in a fast-paced, start-up environment.

Responsibilities include:

• Responding to all incoming support tickets in Help Scout in a timely manner
• Troubleshooting technical issues and offering step by step suggestions to resolve problems
• Supporting campus administrators with questions about their dashboard
• Support downloading and providing reports to campus administrators
• Assisting with the onboarding of new campus partners to ensure successful implementation
• Tracking student utilization across campuses and identifying those with low utilization
• Maintaining and adding to our student knowledge base for self-serve information
• Utilizing HubSpot (CRM) to manage communication and ensure data is up to date.
• Demonstrating professionalism and positive energy while representing BetterMynd online, on campuses, and at various conferences and association meetings.
• Motivating yourself to manage daily tasks as this is a remote (or hybrid) position working from your home office.

Other:

• Supervisory responsibilities: Not applicable
• Work environment: Home office
• Position type/ hours: Full-time; typical work week is Monday-Friday 9AM-5PM

Required Skills:

• Bachelor’s Degree
• 2+ years Customer Service/Support experience
• Experience with a ticketing system (Help Scout ideally)
• Outstanding written and verbal communication skills
• Strong listening and questioning skills to gain a clear understanding of needs and challenges
• Organization and time management skills are critical working from a remote/home office

Preferred Skills:

• Experience with a CRM (HubSpot ideally)
• Technical troubleshooting experience
• Experience supporting subscription-based technology services
• Experience in higher education or Ed-Tech
• Comfortable being uncomfortable and figuring things out on the fly. Our team is small, but we'll give you the autonomy to help build processes from scratch
• Pacific/Mountain time zones preferred, but can be located anywhere in the USA. This position is not eligible for visa sponsorship

Location: Remote (or partial remote if located at our Buffalo, NY headquarters)

Compensation: $50,000 - $60,000 base salary, full health benefits, unlimited PTO, and equity considerations

EEO Statement:

BetterMynd is dedicated to providing every employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state and local laws. Diverse candidates are strongly encouraged to apply. We value the many identities, perspectives, and experiences of all of our employees.