Customer Experience Associate

Osmind is a technology, services, and data company focused exclusively on psychiatry. Mental health disorders are one of the leading causes of death worldwide and are tied to shortening lifespans. Yet, we have cause for hope: there have been developments in new psychiatric medications since the first FDA approval in 1954, such as new treatments like ketamine, Spravato, and neuromodulation. Now, there is a growing movement among clinicians, patients, and researchers to close the gap between this scientific innovation and better real-world care.At Osmind, we serve a network of 800+ independent psychiatry practices across 49 states. We help these clinics effectively provide high-quality care, scale as businesses, and contribute to research with our purpose-built EHR, software solutions, clinician community, and managed services. Our providers are at the forefront of psychiatry, offering innovative interventions and treating some of the highest acuity patients in the country.Osmind is a San Francisco–based public benefit corporation backed by top investors including DFJ Growth, Future Ventures, General Catalyst, and Y Combinator.
About the Role
We are looking for a Customer Experience Associate to be a part of our growing CX team. This 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 Customer Experience Manager and help be the face of Osmind to our customers.

What you'll do

• Drive the customer support function for our upgraded EHR platform and managed healthcare services
• Respond to customer queries in a timely and accurate way via email, phone, and chat regarding EHR usage
• Troubleshoot customer issues with EHR functionality and coordinate with vendor support when advanced technical assistance is needed
• Identify customer needs and help customers optimize their use of EHR features
• Assist cross-functionally with service updates, process improvements, and client outreach
• Serve as a liaison between customers and vendor support, ensuring efficient issue resolution and clear communication
• Maintain detailed case documentation and update internal knowledge base with common issues and solutions
• Give suggestions to improve service delivery processes and overall customer success

What we're looking for

• Excellent English skills, both written and spoken
• Ability to work 9 am - 5 pm PT Monday - Friday
• 1+ year experience in customer support or success role
• Experience working with healthcare software such as Electronic Medical Records
• Passion for improving mental healthcare access and quality
• Excellent verbal and written communication skills, including great email hygiene
• Compassion and empathy, detail-oriented
• Experience utilizing a ticketing system in a customer-facing role

Nice to haves

• Startup experience, preferably early-stage
• Familiarity with help desk software such as Intercom