Customer Support & Operations Specialist, OpenUp
Low-threshold mental health services
Open for applications
Low-threshold mental health services
201-500 employees
Open for applications
201-500 employees
Company mission
To make mental well-being accessible to all.
Role
Who you are
- Fluency in English and Dutch (both essential)
- A BA degree in a people or business-related field HR, Psychology, Business, Behavioral Science, Social Work, or similar
- Proven experience in customer support, with solid understanding of processes, tools, and workflows
- A systems mindset: you think in structures, spot inefficiencies, and enjoy building things that scale
- Comfortable managing multiple streams of work simultaneously without losing quality or warmth
- Strong written and verbal communication, you adapt your tone whether you’re speaking to an anxious employee or a busy HR manager
- Experience building or managing knowledge bases, ticketing systems, or operational workflows is a strong plus
- Genuine curiosity about AI and how it can improve support, we’re actively building in this direction
- Background in HR, employee wellbeing, or preventive care is a plus
What the job involves
- This is a role for someone who gets energy from both people and systems
- You’ll be the warm first point of contact for end users navigating everyday mental health challenges, and at the same time, you’ll be the operational backbone of how we serve our small business clients
- Half of your time, you’re supporting individuals: listening, guiding, connecting people to the right resources, and fostering an engaged community on our platform
- The other half, you’re building and improving the systems that make that support scalable: managing B2B queries, setting up ticketing infrastructure, and shaping the way we operate for our small accounts
- This is a hands-on builder role
- You won’t just run the process, you’ll design it
- Be the first point of contact for users reaching out via phone, chat, or email, offering a warm welcome and clear guidance
- Answer platform and product questions, troubleshoot basic technical issues, and connect users with the right resources
- Support individuals with everyday challenges by listening, offering practical advice, and linking them to relevant OpenUp services
- Be the operational lead for all incoming B2B requests from small accounts, ensuring fast, clear, and consistent handling
- Shape and build our operational model for small accounts: create the structure, define the workflows, and bring it to the next level
- Maintain the systems we use for support ticketing, ensuring nothing falls through the cracks
- Build an online knowledge hub together with our other Support Specialist to automate and scale our support function further
- Act as the bridge between OpenUp, referral institutions, and users, keeping communication smooth and coordinated
- Support the Customer Success team with transactional queries and HR-related inbound requests
- Collaborate with the Product team to translate user feedback into improvements
- Collect and update FAQs based on real interactions, keep them alive and useful
- Analyse trends in support data to improve service quality and user engagement
- This is not a pure support role. You’ll own the operational infrastructure for a whole segment of our client base
- If you like building things, making them run better, and doing it with genuine care for the people on the other end — this is for you
Our take
Therapy and consultations are invaluable resources for helping people manage their mental health, but accessing such services is not easy. Long waiting lists, strict assessments, and other time-consuming processes present significant challenges, and this can often dishearten or even prevent someone from receiving the care they need.
OpenUp provides low-threshold mental health services, offering consultations, coaching and other programs for both individuals and workforces. The company's application process is designed to be as simple and undemanding as possible, aiming to eradicate the usual challenges and ultimately increasing access to mental health care.
There are many startups providing mental health service marketplaces, AI-driven therapy, and other innovative tools - but OpenUp has stuck with a more traditional approach. Instead it has innovated upon the way users apply for the services, aiming to remove as much bureaucratic friction as possible for their clients.
So far this approach has met with success, and OpenUp has grown a client base of over 850 companies including the likes of McDonalds, Deloitte and Decathlon. Having raised significant funding, OpenUp continues to expand its services across Europe, focusing on Spain, France and the UK.
Steph
Company Specialist at Welcome to the Jungle
Insights
89% employee growth in 12 months
Company
Company benefits
- We provide you with the hardware you need to work comfortably
- Daily healthy and vegetarian lunch at our office in the heart of Amsterdam
- Free and unlimited access to our mindfulness courses and psychologists
Company HQ
Burgwallen Nieuwe Zijde, Amsterdam, Netherlands
Leadership
Gijs Coppens
(CEO & Founder)Psychologist at various practices from 2010 to 2019. Founder of iPractice since 2018.
Salary benchmarks
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