At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind’s individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.

How you’ll make an impact 

The Provider Community Coordinator will moderate and enhance the online SonderMind Provider community of passionate and high quality therapists through engaging providers in meaningful online conversations, directing providers to resources, and cultivating connections between providers. In this roe, you will provide support to our providers by moderating the online community, coordinate community events, updated educational resources, and contribute to projects that drive provider engagement. 

Success looks like 

• Within two weeks, understand the SonderMind Provider Community functionality in its entirety. Understand how internal tools (CRM, Admin, Kustomer, Vanilla) affect the provider experience. Understand the entire provider journey. Understand how the provider community team works cross functionally with the provider success and education teams, the product team, the clinical team and the marketing team
• Within six weeks, independently moderate the SonderMind provider Community. Be a go-to resource for providers on all SonderMind provider community questions. Establish rapport with providers in the community. Cultivate community through online conversations, content, and engage providers in the online community using tools such as canva, flodesk and Adobe suite. Collaborate and execute with teammates on assigned projects. Manage projects using Asana or other project management tools. Offer innovative solutions to community problems. 
• Within two months, create and update community resources and support event logistics and execution. Learn the backend of Vanilla moderation tools, including updating roles, theme, badging, and banner announcements.
• Within three months, work directly with our product and support teams to close provider knowledge gaps and drive provider engagement. Begin to analyze community trends and data to contribute to the enhancement of the provider community experience. 

What you’ll do 

• Moderate the SonderMind provider community 
• Escalate provider concerns to appropriate internal, cross-functional teams
• Own monthly tracking of engagement, growth and sentiment metrics for the community 
• Create content and engagement tactics that encourage the connection and engagement of providers within the community platform
• Keep the Provider Success team informed of new market information, and community themes and trends
• Partner with the Community Team to develop engaging, high impact community programming for providers
• Partner with cross-functional sales, marketing and clinical teams to inform community strategy and share community insights with relevant teams
• Assist on virtual and in-person community event planning and execution 
• Assist in developing and delivering provider marketing and communications

What you’ll bring with you

Required Experience & Skills

•  1+ years of related work experience in customer support, marketing, or online community moderation
• 2+ years of experience in a direct customer facing role
• Ability to work cross functionally with a variety of teams with competing priorities
• Extreme attention to detail and ownership over the tasks and projects assigned 
• Ability to notice trends, and validate those trends with data
• Ability to remain organized and detailed while working across multiple platforms
• A sense of urgency and passion for delivering excellent experiences to customers
• Excellent written and verbal communication skills 
• Excellent understanding of the English language, proficient in grammar, and effective content composition
• Self-starter, takes initiative and is able to execute creative projects 
• Bachelor’s degree

Preferred Experience 

• Experience in online community management or moderation
• Experience in event coordination
• Experience with Google Analytics and HotJar
• Experience in content creation and creative platforms 
• Aptitude with Vanilla, Influitive, Salesforce, Hubspot and Google Suite
• Experience in mental and behavioral health field
• Basic understanding of HTML and CSS 
• Ability to quickly build rapport and engage others through written or spoken communication 
• Comfort with public speaking and engaging large groups of providers

What we value

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean what you say, act accordingly
• Bucketworthy: Don’t let your bucket leak

Our Benefits 

The anticipated salary range for this role is $45,000- $60,000. This role is eligible to participate in our equity incentive plan.  Actual title and compensation is commensurate with qualifications and experience. 

As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A flexible PTO policy with a minimum of three weeks off
• Therapy coverage benefits to ensure our employees have access to the care they need
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
• Paid company holidays and a company shut-down during the last week of the year
• Employer-paid disability & AD&D to cover life’s unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
• Eight weeks of paid Parental Leave  (if the parent also qualifies for STD, this benefit is in addition)
• 401K retirement plan with 100% matching on up to 4% of base salary

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.