Senior Customer Support Specialist

Senior Customer Support Specialist

About Allminds

Allminds is transforming mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible, affordable, and rewarding for both providers and clients. As a Public Benefit Corporation, we are committed to achieving our mission through responsible innovation, operational excellence, and a therapist-first approach.

About the Role

We are seeking an experienced Senior Customer Support Specialist to play a key role in ensuring a seamless experience for therapists and clients using Allminds. This role is ideal for someone with deep expertise in customer support who aspires to grow into a leadership position. You will not only provide hands-on support but also help shape processes, optimize workflows, and mentor other team members. Your work will be instrumental in building a best-in-class support function that scales with our company’s growth.

What You’ll Do

• Serve as a trusted advocate for therapists and clients by providing high-quality, empathetic support through chat, email, and phone.

• Troubleshoot and resolve complex technical and operational issues, escalating when necessary.

• Analyze customer pain points and provide feedback to product and engineering teams to improve our platform.

• Develop and optimize support workflows, playbooks, and knowledge bases to drive efficiency and effectiveness.

• Mentor and support junior team members, acting as a resource for training and escalation management.

• Collaborate with cross-functional teams to enhance the overall therapist and client experience.

• Monitor support metrics (e.g., response time, resolution time, CSAT) and implement improvements to enhance service quality.

• Lead initiatives to improve self-service resources, such as FAQs, guides, and automation tools.

Who You Are

• You have 5+ years of customer support experience, ideally in a SaaS, healthcare, or marketplace environment.

• You are able to work remotely during California hours (9 AM to 5 PM Pacific Time).

• You are a natural problem solver, able to investigate issues, identify root causes, and drive solutions.

• You have leadership potential and a desire to grow into a customer support management role.

• You are process-driven and enjoy optimizing workflows for efficiency.

• You have excellent communication and interpersonal skills, with a strong ability to de-escalate situations and foster positive interactions.

• You are comfortable working in a fast-paced, evolving startup environment.

• You have experience working with support tools and CRMs (e.g., Zendesk, Salesforce, or similar).

• You thrive in a remote setting and are self-motivated, proactive, and highly organized.

• Bonus points if you have experience in mental health, healthcare operations, or insurance processes.

• Bonus points if you are based in New York City.

Why Join Allminds?

• The opportunity to shape and scale the customer support function at a growing company.

• A mission-driven environment where your work directly impacts mental healthcare accessibility.

• Competitive salary and growth opportunities into a leadership role.

• Comprehensive health benefits, flexible PTO, and mental health support initiatives.

• A culture that values collaboration, innovation, and continuous learning.

If you’re passionate about providing outstanding customer support and want to make a difference in mental healthcare, we’d love to hear from you! Apply today and join us in transforming therapy for the better.