Role 🎨
At Mindbloom, you will have a massive impact crafting the future of mental health and wellbeing alongside colleagues who are trailblazers and pioneers. As the Client Support Lead, you will transform lives by creating a reliably seamless and caring end-to-end client experience.
• Empower your team to effectively troubleshoot and resolve issues for our clients and experiment with ways to improve the customer experience
• Create a prioritized roadmap for removing top client issues
• Drastically improve response time of overall tickets and leverage AI and workflow improvements to reduce AHT
• Promote a client-obsessed company culture
• Work cross-functionally with Engineering, Product, Operations, Sales, Marketing teams to prioritize and implement CX initiatives
• Constantly seek to improve customer satisfaction at all touch-points in the customer journey
Sound Like You? 🎧
• Experience: You’re an expert in managing customer support teams and intimately understand each aspect of the customer experience
• Customer Service Savant: Masterfully navigates complex and sensitive issues with principled and empathetic solutions; Writes A+ client copy and provides 7-star service for VIPs
• Voice of the Client: Raise issues, create bridges across the org, champion the client, persuade others to solve clients’ issues
• Mission-Obsessed: You have a personal connection to our mission
• Remote-able: You excel in a remote-first, writing-based culture of freedom and responsibility
• Practices Intellectual Honesty: You seek and speak the truth directly and possess high courage and low ego
• Makes Exceptional Decisions: You use the case-appropriate level of rigor, data, and speed and champion the client
• Cultivates Wholeness: You bring your authentic self and practice positivity
• Focus: You practice deep work, say no often, and do less, better
Interview Process ✍
• Recruiter Phone Screen
• People Lead Interview
• Technical Interview
• Career Story Interview
• Team Focused Interviews
• Reference Calls
Benefits 🤝
• Insurance: Medical, dental, and vision insurance for you and dependents
• Time Off: Unlimited vacation and sick days
• Wellbeing: Steeply discounted Mindbloom for you and family
• Culture: Annual company retreat and department offsites
• Work From Home: You get whatever you need to excel
• Retirement: Employer sponsored 401k plan
• Family: Parental leave
Given Mindbloom’s funding and size, we heavily value the potential upside from equity in our compensation package. Further note that Mindbloom has minimal hierarchy and titles, but the scope of role and compensation will be reflective of your level.  The estimated annual salary range for this role is $100,000 – $175,000 USD. The actual base salary may differ based on your current level of job-related skills and experience, and on market data changes. Total compensation for this role may vary depending on equity, sales incentives (for sales roles), and benefits elected.
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