Customer Support Associate

About Blueprint:

Blueprint is a venture-backed, mission-driven digital health company leveraging the best of AI, consumer design, technology and clinical research to dramatically improve the quality of mental health therapy for millions.

Mental Health in the U.S. in 2024 is facing a triple crisis. 1) Depression, anxiety and other complex conditions continue to rise rapidly in the U.S. population (as does suicide), while 2) Therapists are forced to do more with less, leading to burnout and lower quality care, and 3) today's standard of care is only effective 15% of the time, meaning 85% of people who do seek help do not get what they need to manage symptoms or begin the road to recovery.

To solve these crises, we have built the world's first 'Therapist Enablement Platform'. Over 10,000 clinicians today use Blueprint to leverage AI documentation automation, measurement-informed care assessments, automated workflows and hundreds of digital worksheets and other resources to save admin time, deliver high-quality therapy, and engage clients between sessions. Taken together, Blueprint's therapist enablement platform drives dramatically better clinical outcomes, resulting in 5-10X ROI for large therapeutic practices.

About the role

As a Customer Support Associate, you’ll be interacting directly with our national network of customers to deliver a best-in-class support experience. In this role, you will be representing our brand and company on the front-lines by helping our customers feel supported and cared for via chat and email channels. Your primary responsibility will be assisting Blueprint customers with all aspects of support including clarifying customer questions, providing first-level resolutions, determining potential causes and solutions, and following up with customers to make sure issues are resolved. Excellent candidates for this role hold strong organizational skills, a customer-first communication style, and the ability to balance competing priorities effectively.

Examples of specific responsibilities for this role include:

• Respond to customer questions and support inquiries via email and chat
• Communicate with customers about support ticket status, timelines, and final resolution 
• Manage support tickets based on urgency and customer needs
• Troubleshoot & reproduce reported and/or known issues
• Help to create and maintain content and documentation in Blueprint's online help center.

Requirements

• Excellent customer-facing communication skills

• A track record of great customer service 
• A positive attitude, even when things get tough 
• A willingness to go above and beyond to deliver an amazing customer experience 
• 1+ years experience in a customer support or related role, preferably with a software company
• Experience with support/messaging platforms (e.g., Intercom, Zendesk, HelpScout)
• Experience working with mental health providers and/or a clinical background is a plus

Benefits

• Competitive Salary
• Equity
• Full Benefits - Medical and Dental Insurance (Blueprint covers 75% of the premium for you and all dependents)
• Paid Maternal/Paternal leave
• Flexible vacation days, sick days, and work from home days
• Technology (hardware, software, reading materials, etc...) allowance

At Blueprint, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Blueprint believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.