Customer Support Associate

About Blueprint:

At Blueprint, we’re on a mission to empower therapists with world-class tools so they can focus on what matters most—delivering exceptional mental health care.

Our AI assistant is purpose-built for therapists, automating the administrative tasks that slow them down and enabling them to operate at the top of their license. With Blueprint, therapists aren’t just managing their work; they’re supported by tools that understand the context of each client interaction. Compared to legacy software tools, Blueprint feels more like having the world’s best executive assistant at your side.

Today, over 40,000 therapists use Blueprint to enhance care for hundreds of thousands of clients. We’ve found strong product-market fit and are scaling rapidly to meet demand.

Our organization is very flat and our team is intentionally small and talent-dense. We like people who are truthseekers, creative, and passionate about improving mental health care.

We’re a remote-first company (US and Canada only, for now) and come together in person a few times a year to connect, have fun, and help shape the future of mental health care.

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.

Requirements

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

Benefits

• 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.