Job Overview Mind Friend is a pioneering telehealth platform dedicated to making mental health support accessible to everyone, anywhere. We are seeking a compassionate and tech-savvy Customer Support Specialist to join our remote team. In this full-time role, you will be the first point of contact for users navigating our platform, helping them access therapy sessions, wellness tools, and personalized care plans. If you have a passion for helping others and thrive in a fast-paced, remote environment, this is your opportunity to make a real difference in mental health care. Key Responsibilities Respond promptly to customer inquiries via email, chat, phone, and our support ticket system, resolving issues related to account setup, appointment scheduling, platform navigation, and technical glitches. Provide empathetic and accurate guidance on telehealth services, including virtual therapy options, medication management, and crisis support resources. Escalate complex cases to clinical staff or technical teams while maintaining detailed notes in our CRM system. Monitor user feedback and trends to suggest platform improvements, contributing to a continuously evolving service. Collaborate with cross-functional teams, including product development and marketing, to enhance user experience and retention. Ensure all interactions comply with HIPAA regulations and data privacy standards to protect sensitive user information. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in communications, psychology, healthcare administration, or a related field preferred. At least 1-2 years of customer service experience, ideally in healthcare, telehealth, or SaaS environments. Proven ability to handle high-volume inquiries with patience and professionalism. Familiarity with telehealth platforms, mental health terminology, and customer support tools like Zendesk, Intercom, or Freshdesk. Skills Exceptional verbal and written communication skills with a focus on empathy and active listening. Strong problem-solving abilities and technical aptitude for troubleshooting software issues. Proficiency in CRM systems, Google Workspace, and remote collaboration tools like Slack and Zoom. Ability to multitask in a dynamic environment while maintaining attention to detail. Cultural sensitivity and commitment to inclusive support for diverse user populations. Company Info Mind Friend is a remote-first company based in California, committed to revolutionizing mental health care through technology. Our platform connects users with licensed therapists, AI-driven wellness insights, and community resources, serving thousands nationwide. We foster a supportive, inclusive culture where every team member contributes to our mission of ending mental health stigma. Benefits Competitive salary with performance bonuses. Comprehensive health, dental, and vision insurance, including mental health coverage. Generous PTO, paid parental leave, and flexible remote work setup with home office stipend. Professional development budget for certifications and courses. Wellness programs, including free therapy sessions via our platform. Growth Opportunities Advance your career with clear paths to Senior Support Specialist, Team Lead, or Product roles. Regular training on emerging telehealth trends and leadership development programs. Join a growing company with opportunities to shape our support strategy and expand into new markets.