Customer Support Associate, EverCommerce

• We are looking for a self-motivated Customer Support Associate with technical skills to join our growing support team
• Bachelor’s degree preferred, or equivalent practical experience
• 1+ years of experience in a customer support, customer service, technical support, or operations-related role
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Service Oriented - Actively looking for ways to help people
• Ability to multi-task in a fast-paced environment
• Highly motivated with the ability to work independently
• Comfort working with internal dashboards, low-code tools, or operational data
• Familiarity with APIs and workflow automation tools
• Troubleshooting and problem-solving skills
• Ability to analyze data and provide actionable recommendations
• Strong documentation and communication skills
• Working knowledge of AI tools and large language models for operational support use cases
• If you’re passionate about making an impact in behavioral health and thrive at the intersection of technology and support, we would love to talk!

Desirable

• GoodTherapy, an EverCommerce brand, connects therapists with people seeking therapy while helping mental health professionals grow their practices
• Our team is committed to improving access to care, reducing stigma, and providing an exceptional experience for our community
• In this role, you’ll combine hands-on support work with technical problem-solving and workflow automation
• You’ll help the support team operate more efficiently by building tools, help automating processes, and providing actionable insights, all while interacting with our community and providing high-quality service
• Respond to support tickets and troubleshoot technical issues across systems and workflows
• Educate customers on how to fully utilize the platform
• Promote and upsell other product offerings within the GoodTherapy platform
• Assist the Support team with onboardings, support calls, and possibly other short-term projects when needed
• Support the technology team with context and feedback on product improvements and changes
• Assist in building, maintaining, and improving internal tools, templates, and automations to reduce repetitive support work and improve response consistency
• Work with operational and support data by writing basic SQL queries or using internal dashboards to extract, review, and validate support trends and issue patterns
• Use AI and LLM-based tools to assist with ticket triage, response drafting, quality checks, and internal workflow optimization
• Document processes, create SOPs, and train team members on tools and workflows
• Identify bottlenecks and implement scalable improvement