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 crisis. Depression, anxiety and other complex conditions continue to rise rapidly in the U.S. population, while Therapists are forced to do more with less, leading to burnout and lower quality care.

To solve this crisis, we have built the world's first 'Therapist Enablement Platform'. Clinicians 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.

What You'll Do:

• 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

Why Join Blueprint:

• Impact: Work on products that make a meaningful difference in mental health care.
• Growth: Join a fast-growing venture-backed company with ample opportunities for professional development.
• Innovation: Be at the forefront of using data to shape the future of mental health technology.

What You'll Bring:

• 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
• Experience with support/messaging platforms (e.g., Intercom, Zendesk, HelpScout)
• Experience working with mental health providers and/or a clinical background is a plus

• Interesting, challenging, and meaningful work
• Work-life balance
• Competitive salary and equity
• 100% remote - no office, no commuting
• Health, dental, and vision insurance (Blueprint covers 75% of the premium for you and all dependents)
• Paid Maternal/Paternal leave
• Semi-annual team gatherings (in Chicago!)
• Unlimited PTO
• Opportunities to grow with the company and shape our product
• Hardworking, mission-driven, friendly coworkers

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.