Customer Operations Manager, HelloSelf
£28-35k
Generous share options
Online therapy and life coaching
Job no longer available
Online therapy and life coaching
21-100 employees
Job no longer available
£28-35k
Generous share options
21-100 employees
Company mission
HelloSelf's mission is to make Your Self, Better. Every Self, Better.
Role
Who you are
- You have experience leading within a Customer Success/Customer Service team in a high growth tech environment
- You’re motivated to learn about the world of therapy: we don’t require a clinical background as our Clinical Directors can support you in learning what you need to know
- You’re an experienced manager who can develop individuals and keep your whole team motivated towards a common goal
- You’re process driven and have stand-out organisational skills
- You can balance between keeping an overview of the booking process and diving into detail for an individual customer
- You’re an excellent communicator who enjoys collaborating with people across the business
- You’re comfortable working in a fast paced environment
What the job involves
- You will lead our booking team in matching and onboarding new members. You’ll keep close to the customer experience by spending a portion of your time managing your own enquiries, whilst keeping an overview on the whole funnel
- You’ll work closely with our Clinical Directors to ensure matches are clinically informed, and the booking team is getting clinical input from our Clinical Directors as needed
- You will manage and develop our booking team (currently 2 full time and 1 part time employees). You’ll check in regularly, set clear objectives, organise training and generally support their progress & development
- You will track and report on internal key performance indicators and ensure we meet external service level agreements
- You’ll always have an eye on growth: you’ll put processes in place to support scale, review and optimise our operations tools to improve efficiency, and work closely with our tech team to develop our matching platform
- Over time you’ll hire into the customer support team to enable our continued growth
Application process
- At HelloSelf we’re building a better way for people to access effective psychological support. Our online video therapy platform lets our members connect with the UK’s best Clinical Psychologists at a time and place that suits them. We support our members with tools to track their progress so over time they can measurably improve their outcomes. Ultimately, we’re here to help more people start saying Hello to their best Selves
- Our vision: A world where we all understand and experience our best Self
- Our mission: Create change that measurably improves mind outcomes
- HelloSelf is at the start of an exciting phase of growth. As our partnerships with psychiatrists, insurers and employers develop we’re preparing to welcome new members into our clinic. Our booking team is here to make sure members have an excellent experience of therapy with HelloSelf. We’re looking for a Customer Success leader who will deliver an exceptional level of care to customers while keeping our team working efficiently together and preparing for growth
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
$7.3m
SERIES A
Total funding: $30.9m
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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