Customer Experience Associate
New York, NY
Operations /
Full Time /
On-site
We’re on a mission to make behavioral health more available and accessible. We're backed by a16z, YCombinator, Craft, and many others to make this dream a reality.
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Building an inclusive culture is one of our core tenets as a company. We’re very aware of the structural inequalities that exist, and recognize that underrepresented minorities are less likely to apply for a role if they don’t think they meet all of the requirements. If that’s you and you’re reading this, we’d like to encourage you to apply regardless — we’d love to get to know you and see if there’s a place for you here!
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About Our Mission
At Juniper, we're building software for behavioral health clinicians to improve quality of care. We streamline and replace manual efforts so clinicians can focus on what they do best: providing high-quality care.
We started Juniper because we care about impact — the lack of supply for behavioral healthcare means those who need it most cannot access it. We believe this is one of the biggest problems out there today. It’s why we’re tackling this broken industry, and why we want you on this mission with us.
For more details on our thesis, check out our write-up What is Juniper?.
About Our Culture
Our mission to change behavioral health starts with us and and how we operate. We don’t want to just change behavioral health, we want to change the way startups operate. Here are a few tactical examples:
1) Diversity, equity, and inclusion has been a priority since day 1. Currently, half of our leadership team (COO + CTO) identify as female, and our cap table includes over a dozen women. We still have a ways to go, but we’re committed to sourcing, hiring, and retaining talent from underrepresented folks in tech and outside of tech.
2) Behavioral health is something we live and breathe — all four members of the Juniper leadership team see therapists every week, and we have a specific mental health benefit to help if that's something you're interested in exploring!
3) We have to have a sense of humor. Healthcare is so broken, it's depressing if you don't laugh with us.
For more details take a look at our FAQs | Joining the Juniper Team!
About the Role
Our team is growing rapidly, and we’re looking for mission-driven customer-obsessed individuals who care deeply about creating positive impact, love solving challenging problems, and will thrive in the fast-paced start-up life.
What you'll do:
- Build and maintain great relationships with our customers, including clinical and leadership stakeholders
- Directly work on solutions that positively impact our customers, operation, and product
- Support the day to day operational activities that ensure our customer’s needs are met, from onboarding to steady-state to triaging escalations
- Provide input on scalable onboarding processes for new customers. When relevant, run point on experiments and/or enhancements to current processes, reporting back on impact
- Triage customer issues and painpoints, document root causes and situations, and troubleshoot with the Operations and Product team
- Use data to identify and investigate performance issues for our customers
- Serve as champion of the customer, and effectively balance prioritizations of company goals, internal stakeholders, and customer feedback
What we're looking for:
- Growth mindset — a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges.
- Alignment on company values — it’s the first chapter of our company story. You’ll be expected to cultivate and nurture existing values, and also play a lead role in shaping how it unfolds.
- Independence, throughput, and velocity — an ability to drive and build projects from 0-to-1. You'll need to identify problems, build alignment, and execute solutions with a high degree of ownership and autonomy.
We're prioritizing in-person and hybrid candidates in San Francisco and New York.
Juniper is based in New York City with a satellite office in San Francisco, and we prioritize in-person and hybrid candidates. Please refer to the top of this page for this position's hiring location.
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Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
