Overview: Owl Practice is Canadas leading practice management solution for mental health care professionals. Were a fast-growing SaaS business and were in need of help to support our customer growth. Were looking for a leader of our support team who is ready to learn, work hard, and help make Owl even better!
The Manager of Customer Advocacy role is a remote associate-level position for individuals who have experience working in SaaS. You can expect to manage and distribute the workload to the support team and become a point of escalation for our customers. You will report directly to Owls Director of Sales & Client Services.
You will work closely with many departments to hit your individual and overarching company goals.
This role involves managing a support team of approximately 5-8 individuals. You will: Act as the point of escalation for customer issues Conduct and schedule weekly 1-1's with members of the support team to provide guidance and keep their workloads on track Host a weekly meeting to discuss defect investigations and customer issues Escalate platform issues within the internal team to ensure they are triaged and addressed in a timely manner Conduct weekly system audits to review KPIs of support team Assist with training of new team members Create templates for common support replies and make revisions/improvements to existing support documentation for customers
You are: Experienced in technical support and team leadership Passionate about mental health, wellbeing, and working with a like-minded team Naturally customer-oriented, friendly, and a critical thinker Ambitious, driven, and curious Interested in working for a growing company Obsessed with quality and detail oriented We offer you:
A flexible work from home environment Growth opportunities with a team of passionate, loyal, and health minded coworkers Positive social impact and daily interactions with mental health care providers
We value a good fit over experience but relevant experience in the clinical world is esteemed. If youve ever worked a front desk or managed a clinic we would love to hear your story. Similarly, if you have experience selling another SaaS healthcare solution, wed love to hear from you.
Owl is a growing company and does not have an office at present. As a result, this role will involve telecommuting (i.e. working from home). You will need to be able to work remotely from a professional, quiet home office.
We use Slack to communicate internally during the weekday, and sometimes use Zoom or Teams for meetings.
Some hints on how to apply for this job: Check out so you know what were about (youd be surprised how many people dont!). If youre interested, consider applying!
Send us your resume and include a cover letter that lets us get to know you a bit, and why youre interested in working at Owl Practice. Be sure to answer this one question: Why is a growing mental health focused company the right fit for you? If youre looking for a hands-on opportunity to work with a talented team in a fast-paced environment, we want to meet you!
Job Types: Full-time, Permanent
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