Provider Experience Advocate

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.

As the Provider Experience Advocate at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.

The Provider Experience Advocate plays a key role in supporting and empowering BetterHelp’s network of therapists by providing timely and high-quality assistance. This position ensures that therapists have the resources, tools, and information they need to succeed on the platform while maintaining excellent communication and resolution standards. 

Reporting to the Provider Experience Team Lead, the Provider Experience Advocate will efficiently handle tickets, resolve complex issues, identify trends for process improvement, and support initiatives that enhance therapist engagement and satisfaction.

• Handle approximately 500–600 tickets per week, addressing inquiries from therapists with efficiency and accuracy
• Handle escalated or complex issues that require additional attention or cross-team coordination, ensuring swift and appropriate resolutions
• Identify trends or recurring issues and collaborate with internal teams to recommend process improvements or resource updates
• Maintain deep knowledge of platform tools, policies, and procedures to guide therapists effectively
• Collaborate with other departments (Clinical, Product, Legal, etc.) to streamline workflows and enhance the overall therapist experience
• Support new initiatives and projects that aim to improve therapist engagement, satisfaction, and retention

• You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
• You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
• You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

• 1-2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role
• Excellent written and verbal communication skills
• Written and verbal fluency in Spanish 
• Proven ability to manage a high-volume workload with strong attention to detail, accuracy, and efficiency
• Ability to multi-task in various systems 
• Skilled in handling escalated or complex inquiries, including those needing cross-functional collaboration, with sound judgment and problem-solving ability
• Adaptable and proactive, with the ability to support new initiatives and strategic projects
• Ability to work independently, as this is a remote team