Customer Experience Associate

Osmind is the premier platform for clinicians and researchers advancing new life-saving mental health treatments. Today, mental health disorders are one of the leading causes of death worldwide, especially among young adults, and are tied to shortening lifespans. While there have been developments in new psychiatric medications since the first FDA approval in 1954, today there is a growing movement among clinicians, patients, and researchers who are recognizing the need to accelerate new science.

The Osmind treatment platform is the first and only solution that solves specific challenges faced by neuropsychiatric clinics, spanning general psychiatry and interventional psychiatry (transcranial magnetic stimulation, ketamine, SPRAVATO®, psychedelic medicine, electroconvulsive therapy). The core electronic health record (EHR) technology is precisely developed for interventional treatment workflows and designed to support a strong therapeutic alliance, including journaling tools and assistance with health plan reimbursement, which is a significant access hurdle for millions of patients.

Research from our platform is already helping to set new standards for mental health interventions. For example, in the largest published real-world analysis of ketamine infusion therapy for depression, we teamed up with Stanford University School of Medicine to share findings in the _Journal of Affective Disorders_ (March 2022). We have multiple ongoing research studies leveraging our proprietary real-world data, including an even larger ketamine analysis leveraging machine learning to predict treatment outcomes.

Osmind is a San Francisco-based public benefit corporation led by scientists, technologists, and psychiatrists. We are backed by top investors including DFJ Growth, General Catalyst, Future Ventures, Tiger Global, and Y Combinator.

**The opportunity**
- We are a series Bfunded Public Benefit Corporation (PBC) building something that actually moves the needle on the global mental health crisis. (See herefor an article our cofounder Jimmy wrote about PBC’s.)
- We are looking for a Customer Experience Associate to be a part of our growing CX team. This entry-level role gives you insight and exposure to many different areas of the organization, and a lot of opportunity for learning and growth. As CEA, you will report directly to our Head of Customers and help be the face of Osmind to our customers.

**What you'll do**
- Drive the customer support function
- Problem-solve customer issues and recommend optimal solutions. Work closely with Engineering, Product, and QA teams to resolve customer issues
- Identify customer needs and help customers use specific features
- Assist Head of Customers with product feature releases and client outreach
- Be the voice of the customer in helping our Product team define our product roadmap based off customer feedback
- Update internal documentation and customer-facing support content
- Give suggestions to improve processes and customer success as a whole

**What we're looking for**
- Excellent English skills, both written and spoken
- Ability to work 9 am - 5 pm PT Monday - Friday
- 1+ year in customer success or support role in the past
- Understanding and passion for healthcare industry
- Startup experience, preferably early-stage
- Compassion and empathy, detail-oriented
- Experience utilizing a ticketing system in a customer-facing role in the past

**Nice to haves**
- Experience working in the healthcare space dealing directly with providers and patients
- Past support experience
- Basic technical knowledge to be able to more effectively troubleshoot customer issues with our Engineering team
- Familiarity with help desk software

**Salary**: $9,178.89 - $20,068.86 per month

Application Question(s):

- Why are you interested in the Customer Experience Associate role at Osmind? (We recommend your response is at minimum 50 words)
- What do you think are the most important qualities for someone working in a customer service role? (We recommend your response is at minimum 50 words)
- What is your confidence level in providing strong written and verbal customer support in English? (We recommend your response is at minimum 50 words)

Work Location: Remote