Client Support Lead at Mindbloom (Remote)
Job Description
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
• Machine-builder: Designs solutions from first principles, builds automated/repeatable and scalable solutions; holds team accountable to high performance standards
• 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
