Job Overview Mind Friend is a pioneering telehealth platform dedicated to making mental health care accessible, affordable, and stigma-free. 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 frontline hero helping users navigate our platform, resolve issues, and connect with licensed therapists seamlessly from anywhere in the US. Key Responsibilities You will handle a high volume of customer inquiries through multiple channels including live chat, email, phone, and our support ticket system. Provide clear, empathetic guidance on platform features, appointment scheduling, billing, and technical troubleshooting to ensure users feel supported during sensitive mental health moments. Escalate complex cases to clinical or technical teams while maintaining detailed records of interactions in our CRM system. Proactively monitor user feedback, identify trends, and contribute to process improvements that enhance the overall user experience. Participate in ongoing training to stay updated on telehealth regulations, privacy standards like HIPAA, and platform updates. Required Qualifications A high school diploma or equivalent is required; an associate's or bachelor's degree in communications, psychology, healthcare administration, or a related field is preferred. At least 1-2 years of customer service experience, ideally in healthcare, telehealth, or a call center environment. Proven ability to multitask in a fast-paced setting with strong attention to detail and problem-solving skills. Comfortable working independently in a remote setup with reliable high-speed internet and a quiet workspace. Skills Exceptional verbal and written communication skills with a knack for de-escalating upset customers empathetically. Proficiency in customer support tools such as Zendesk, Intercom, or similar CRM platforms; familiarity with telehealth software is a plus. Strong active listening and interpersonal abilities to build trust with diverse users facing mental health challenges. Tech-savviness with quick learning of new software, including Google Workspace, Slack, and video conferencing tools. Excellent time management to handle shifting priorities and meet response time SLAs. Company Info Mind Friend is an innovative Arizona-based company revolutionizing mental health care through a user-friendly telehealth platform. Our mission is to connect individuals with qualified therapists via secure video sessions, chat therapy, and self-help resources, all from the comfort of home. We foster a supportive, inclusive culture that values work-life balance and employee well-being, with a team passionate about breaking down barriers to mental health support. Benefits We offer competitive compensation, comprehensive health insurance including dental and vision, generous paid time off, and mental health days. Enjoy remote work flexibility, home office stipends, professional development reimbursements, and access to our own therapy platform for you and your family. Additional perks include 401(k) matching, parental leave, and team-building virtual events. Growth Opportunities At Mind Friend, your career growth is a priority. Start as a Specialist and advance to Senior Support roles, Team Lead, or even cross-functional positions in operations or product support. We provide regular training, mentorship programs, and clear paths for promotion based on performance. Join us to make a meaningful impact while building a rewarding career in telehealth.