Team Lead, Onboarding

About Us

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. 

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. 

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.

The Role

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.

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).

Responsibilities

• Team Leadership & Coaching: 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
• Performance Development: 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
• Customer Escalations & QA: 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
• Process Optimization: Monitor processes, identify areas for improvement, implement solutions to enhance efficiency, and conduct cross-functional training sessions to address team skill gaps
• Cross-Department Alignment: 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
• Revenue & Retention Initiatives: Implement and oversee initiatives that contribute to achieving ambitious revenue goals by coaching your team to impact customer satisfaction, retention, and feature adoption
• Product Development Liaison: 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

Desired Skills and Experience

• Experience: 4+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Education: Bachelor’s degree from an accredited college or university
• Autonomy & Agility: 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
• Operational Excellence: Demonstrated analytical thinking, process development, problem-solving, communication, delegation, and planning skills that drive organizational efficiencies
• Technical & Regulatory Knowledge: Intermediate experience with Slack, Asana, Google Workspace, Zendesk, and Workday, alongside intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR
• Preferred Qualifications: 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
• Leadership Traits: A results-driven, highly empathetic leader who is comfortable with ambiguity, possesses impeccable conversational com