Customer Support Analyst
iSpot.tvSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, Payments, SaaSIndustries
Requirements
Candidates should have proven experience in customer service or a customer-facing B2B role within a tech company. A solid understanding of prioritizing requests and managing workload effectively is essential, along with experience with technical software for customer communications. Excellent verbal and written communication skills, the ability to work under pressure, and a capacity for autonomous work as well as teamwork are also required.
Responsibilities
The Senior Customer Experience Analyst will address and resolve customer and end-user issues related to the company's product, ensuring a customer-centric approach to drive retention and advocacy. This role involves coordinating customer support responses across multiple platforms, contributing to customer experience improvements by solving root causes of issues, and collaborating with the Account Management team to deliver exceptional customer experiences. The analyst will also develop product expertise, identify escalation needs, and analyze customer support processes to identify areas for refinement and improvement.
Skills
Customer Experience
Problem-Solving
Customer Retention
Customer Advocacy
Data Analysis
Communication
Rula
Telehealth platform for mental health services
About Rula
Rula operates in the telehealth market, focusing on mental health services. The platform helps individuals find suitable therapists by matching them based on their preferences, insurance information, and specific needs. Rula partners with major insurance carriers to offer affordable mental healthcare, making it accessible to a wider audience. The company has a network of over 8,000 licensed therapists, ensuring high-quality care through thorough background checks and clinical reviews. Clients can connect with therapists via live video sessions, providing convenience and flexibility. Rula's goal is to simplify the process of accessing mental health support and to make therapy more affordable for everyone.
Los Angeles, CaliforniaHeadquarters
2019Year Founded
$107.9MTotal Funding
SERIES_BCompany Stage
Enterprise Software, HealthcareIndustries
201-500Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Remote Work Options
401(k) Retirement Plan
Paid Vacation
Paid Sick Leave
Paid Parental Leave
Mental Health Support
Home Office Stipend
Phone/Internet Stipend
Wellness Program
Risks
Increased competition from telehealth startups may erode Rula's market share.
Rapid provider network expansion could challenge consistent quality of care.
Reliance on insurance partnerships risks changes in reimbursement policies.
Differentiation
Rula offers a network of over 10,000 diverse, licensed mental health providers.
Rula's partnerships with major insurers ensure affordable care for over 120 million people.
Rula provides next-day therapy availability and 24/7 crisis support across the U.S.
Upsides
Partnership with Amino Health expands Rula's reach and patient acquisition potential.
Collaboration with Amazon enhances visibility and accessibility for mental health services.
Doug Newton's appointment as CMO strengthens clinical strategies and patient care quality.
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