What are the responsibilities and job description for the Customer Care Specialist II position at Therapy Brands Thrive, LLC?
Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.
Job Description
Job Summary
As a Customer Support Specialist II at Ensora Health, you’ll be the go-to expert for resolving complex technical issues that require deep product and workflow knowledge. Acting as the second escalation point within our Customer Support Team, you’ll troubleshoot challenging problems, guide customers through solutions, and ensure they feel supported every step of the way. This role is perfect for someone who thrives on problem-solving, collaboration, and delivering exceptional customer experiences.
What You’ll Do
Provide technical assistance across multiple channels, including email, phone, live chat, and ticket escalations.
Research and resolve complex issues related to systems, software, and hardware.
Walk customers through troubleshooting processes and consult on workflow best practices.
Collaborate with internal teams—Customer Success, Services, Education, Engineering, and Product—to resolve issues and improve processes.
Participate in product testing and share feedback to enhance functionality.
Create and maintain Knowledge Base content, technical bulletins, and training materials.
Mentor offshore teams and provide product training.
Log and document all interactions for accurate record-keeping.
Identify opportunities to improve workflows and customer experience.
Occasionally travel for training or annual meetings.
What You Bring
3–5 years of customer service experience and 2–5 years in technical support or SaaS environments.
Strong communication skills—written, verbal, and listening—with a customer-first mindset.
Ability to manage multiple priorities and work effectively in a remote setting.
Above-average reasoning and problem-solving skills for complex technical issues.
Collaborative approach to working with cross-functional teams.
Experience with desktop systems, account administration, and application troubleshooting.
Familiarity with automated system deployment methods is a plus.
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Ensora Health is an equal opportunity employer.
