Client Engagement Associate

Our Company:

At Cerebral, we're on a mission to democratize access to high-quality mental health care for all. We believe that everyone everywhere deserves to get the care they need, and are striving to make care convenient and accessible, while tackling the stigmas that surround mental illness.

Since launching in January of 2020, Cerebral has scaled to provide mental health services to more than 700,000 people in all fifty US states. With support from investors like SoftBank, Silver Lake, Access Industries, Bill Ackman, WestCap, and others, and impactful leaders like you, we’ll continue to democratize mental health care and double down on clinical quality and deliver exceptional client outcomes for years to come. With a heavy focus on clinical quality and safety in all that we do, we’ve accomplished excellent outcomes for hundreds of thousands of clients:

• 82% of clients report an improvement in their anxiety symptoms after using Cerebral.  
• 75% of clients who report improvement in their depression see improvement within 60 days.  
• 50% of clients who initially report suicidal ideation no longer harbor suicidal thoughts after treatment with Cerebral.

This is just the beginning for Cerebral, and we won’t stop building, growing, and iterating until everyone, everywhere can access high-quality, evidence-based mental health care without high costs and/or long wait times. We’re looking for mission-driven leaders who share these values, and we need your help as we transform access to high-quality mental health care in the United States and beyond.

The Role:

The Client Engagement Associate will serve as an expert on all things regarding client happiness and experience. A portion of their day will be spent supporting specific groups of clients via all channel types including phones. The remainder of their work will be in an effort to support both the team and the broader organization’s goals. The ideal candidate is very comfortable interfacing with customers especially over phones and has a passion for improving their experience through realistic, empathetic, and thoughtful solutions.

Who you are:

• 1-3 years of experience in customer support or related field
• Undergraduate degree
• Bilingual Spanish speaker, experience supporting social media as a service channel, start up experience, health care work,  insurance experience, and/or call center experience all a BIG plus
• Excellent communication, interpersonal, and problem-solving skills
• Solutions-oriented
• Go with the flow attitude
• Ability to change gears quickly without losing steam
• Very comfortable taking inbound phone calls
• High level of self-motivation and proactive approach to problem-solving
• Strong skill set in project management tools and customer experience platforms; Asana, Zendesk, Airtable, Google Office, etc.
• Ability to work independently and in a team
• Knowledge of customer service best practices

How your skills and passion will come to life at Cerebral:

• Partner with the broader support team to gather insights that help identify client needs and pain points
• Support the team in spotting inefficiencies and helping work towards solutions that aim to improve the client experience.
• Deliver high-quality support to specific groups of clients via various channels like phones, messaging, email and social media
• Understand and anticipate client needs - surfacing trends, pain points and feedback to leadership as you spot them
• Collaborate with Support Team members to deliver solutions that meet client needs
• Execute on additional projects as-needed

What we offer: 

• Mission-driven impact:
  • Shape the future of the #1 largest and fastest growing online mental health care company in the world
  • Build a platform that is improving the lives and well-being of hundreds of thousands of people (and counting)
  • Join a community of high achievers who have a passion for promoting mental health
• Path to develop & grow:
  • Bi-annual performance reviews & opportunities for promotions - as Cerebral grows, so should you