Team Lead, Onboarding

<h3><span style="color: #000000;"><strong>About Us</strong></span></h3> <p><span style="color: #000000;">At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.&nbsp;</span></p> <p><span style="color: #000000;">More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients.&nbsp;</span></p> <p><span style="color: #000000;">Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work.</span></p> <h3><span style="color: #000000;"><strong>The Role</strong></span></h3> <p><span style="color: #000000;">We’re looking for a friendly, eager-to-learn Team Lead, Onboarding to join our Customer Success team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.</span></p> <p><span style="color: #000000;">You’ll be an integral member of the Customer Success team, getting to know and developing your team while focusing on hitting performance targets, and working collaboratively with our entire team. This role will give you front-row access in a dynamic work environment while you provide tangible value and support to our growing community. This is a full-time salaried (exempt) position with working hours determined by team need (generally Monday through Friday between 7am - 6pm PT).</span></p> <h3><span style="color: #000000;"><strong>Responsibilities</strong></span></h3> <ul> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Team Leadership &amp; Coaching:</strong> Mentor and support your team members by providing guidance with day-to-day responsibilities, holding regular 1-on-1s, and monitoring their workflows, efficiency, quality, and performance</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Performance Development:</strong> Develop and implement coaching plans that improve team members' skills, inspire a positive and supportive work environment, and manage day-to-day operations including scheduling and resourcing</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Customer Escalations &amp; QA:</strong> Address escalated customer concerns through direct de-escalation techniques or by advising team members on effective resolutions, and collaborate with the QA Lead to develop and oversee Quality Assurance workflows</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Process Optimization:</strong> Monitor processes, identify areas for improvement, implement solutions to enhance efficiency, and conduct cross-functional training sessions to address team skill gaps</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Cross-Department Alignment:</strong> Stay updated on product and process updates, work with other SimplePractice teams to handle joint customer inquiries, and report knowledge gaps to be added to internal systems</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Revenue &amp; Retention Initiatives:</strong> Implement and oversee initiatives that contribute to achieving ambitious revenue goals by coaching your team to impact customer satisfaction, retention, and feature adoption</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Product Development Liaison:</strong> Use qualitative and quantitative data to identify enhancements, help define detailed use cases, conduct research, and communicate potential platform issues to Product, Marketing, and Engineering teams</span></li> </ul> <h3><span style="color: #000000;"><strong>Desired Skills and Experience</strong></span></h3> <ul> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Experience:</strong> 4+ years of experience in customer support or service industry, serving a diverse and professional customer base</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Education:</strong> Bachelor’s degree from an accredited college or university</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Autonomy &amp; Agility:</strong> Able to perform expected duties with little or no supervision, with the ability to learn new systems quickly, teach them to others, and troubleshoot effectively</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Operational Excellence:</strong> Demonstrated analytical thinking, process development, problem-solving, communication, delegation, and planning skills that drive organizational efficiencies</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Technical &amp; Regulatory Knowledge:</strong> Intermediate experience with Slack, Asana, Google Workspace, Zendesk, and Workday, alongside intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Preferred Qualifications:</strong> 1+ years of experience working specifically within Onboarding, 1-2+ years of experience in a supervisory role, and a clear understanding of the software development cycle</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Leadership Traits:</strong> A results-driven, highly empathetic leader who is comfortable with ambiguity, possesses impeccable conversational communication skills, and loves helping people</span></li> </ul> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>California Job Applicant Privacy Notice</strong></span></h3> <p><span style="color: #000000;">Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.&nbsp;</span></p> <p><span style="color: #000000;">For more information about our privacy practices, please contact us at privacy@simplepractice.com.</span></p> <h3><span style="color: #000000;"><strong>Notice to Candidates:</strong></span></h3> <p><span style="color: #000000;">SimplePractice has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. We do not have any affiliation or connection to these situations and only post open roles on our official Careers page (simplepractice.com/careers) and reputable job boards like our official LinkedIn or Indeed pages.&nbsp;</span></p> <p><span style="color: #000000;">All official SimplePractice recruitment emails will be sent from the domains @simplepractice.com, no-reply@greenhouse.io or no‑reply@linkedin.com email addresses.&nbsp;</span></p> <p><span style="color: #000000;">Examples of fraudulent domains include careers-simplepractice.com, simplepractices.com, and simplepractice.careers.</span></p> <p><span style="color: #000000;">Please note that SimplePractice will never ask candidates or new hires for money or payment of any kind at any stage of the recruitment or onboarding process.</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><hr> <p>Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.</p> <p>The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.</p></div><div class="title">Base Compensation Range</div><div class="pay-range"><span>$74,000</span><span class="divider">&mdash;</span><span>$92,000 USD</span></div></div></div>