Customer Operations Lead, HelloSelf
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More information about location
2+ days a week in office (Soho Square, London)
Online therapy and life coaching
Job no longer available
Online therapy and life coaching
21-100 employees
Job no longer available
+ Share options
More information about location
2+ days a week in office (Soho Square, London)
21-100 employees
Company mission
HelloSelf's mission is to make Your Self, Better. Every Self, Better.
Role
Who you are
- Strong analytical skills with the ability to interpret and communicate complex data
- Excellent communication and interpersonal skills with ability to manage a team effectively
- Strong management skills and ability to lead on process improvements
- Familiarity with CRM software and customer support tools. In particular, Zendesk experience
- Proven experience in healthcare project management and partnership onboarding
- Strong project management skills with the ability to manage multiple projects simultaneously
- Problem-solving mindset with the ability to navigate complex customer requirements
What the job involves
- The Customer Operations Lead will play a critical role in overseeing our referrals handling and customer success initiatives
- A strategic and customer-focused team member who can collaborate with cross-functional teams to deliver an optimised member, therapist, and partner experience
- Customer Success Strategy:
- Lead the CS team on optimising and maintaining an excellent customer experience
- Contribute to the development and implementation of customer success strategies
- Work with internal teams to identify opportunities for upselling and cross-selling to existing customers
- Customer Data Analysis:
- Analyze customer data to identify trends, patterns, and opportunities for improvement
- Utilize data-driven insights to proactively address customer needs and enhance overall satisfaction
- Work closely with cross-functional teams to gather and analyze customer feedback
- Facilitate integration of data insights into changes in process and customer support flows
- Project Management:
- Support on the end-to-end onboarding to delivery process for customers (members and partners), ensuring timely and successful implementation of our products/services
- Develop and maintain detailed project plans, ensuring alignment with customer expectations and internal resources
- Cross-Functional Collaboration:
- Collaborate with sales, clinical, customer success, product, and technical teams to gather requirements and align on customer expectations
- Growth mindset with flexibility in executing on key projects across partnerships and customer success
- Customer Feedback and Continuous Improvement:
- Gather customer and stakeholder feedback and use insights to drive continuous improvement
- Collaborate with internal teams to advocate for enhancements based on feedback
Salary benchmarks
Our take
In the UK, therapy remains difficult for patients to access via the NHS, and busy working professionals struggle to make time for routine, in-person appointments. By partnering with private insurers, businesses, and offering attractive walk-up pricing, HelloSelf is well-poised to offer an alternative to traditional methods of therapy in the UK.
As patients become increasingly comfortable with accessing medical services via their smartphone, services like HelloSelf's have risen to provide this modern alternative to in-person care. The smart platform uses AI and data analysis to achieve the best match between therapist and user, and to generate personalised advice and reminders between sessions. Through this, it combines human interaction and clinical expertise with data-driven technology to offer a highly comprehensive service.
Past funding allowed HelloSelf to develop the @Work element of their platform, which is tailored to organisations at all levels in the UK, allowing businesses to provide mental health support for their employees via both digital and face-to-face coaching. Now, fresh investment will help the company further expand its network of therapists, partners, and members across the UK and Continental Europe, bringing accessible mental health services to more of the people that need them.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Mar 2023
$20m
SERIES B
Feb 2021
$7.4m
SERIES A
Total funding: $31m
Company benefits
- Equity packages
- Unlimited holiday
- Flex work policy
- 3% pension match
- HelloSelf therapy
- Annual personal growth fund
Company HQ
Soho, London, UK
Leadership
Charles Wells
(CEO)Digital entrepreneur and investor with a marketing background. Founded BrainTech.io and Loamin.
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