Support Manager

Unmind ,
London, Greater London
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Overview

Job Description

About Unmind Unmind is a workplace mental health platform. We empower organisations and employees to measurably improve their mental health. We do this by providing clinically-backed assessments, tools, training, and signposting that anyone within an organisation can use to proactively improve their mental wellbeing. Our digital platform is beautifully designed, non-stigmatising and globally scalable - helping to create healthier, happier, more human organisations around the world. We believe that everyone has the right to a healthy mind - because we all have mental health, all of the time - and we're striving to create a world where mental health is universally understood, nurtured, and celebrated. The Role - Support Manager We are looking for an enthusiastic and highly organised individual who will be an integral part of Unmind's growth and success moving forward. The satisfaction of our users is key to Unmind - without their ongoing engagement and advocacy we'd be kaput. User engagement (and feedback) is perhaps the most important metric for retaining our clients - and in this team you'll be truly responsible for moving the needle. As Support Manager, you will report directly to the Head of Client Success. In this role you will: * Own the entire end-user support service; helping our users throughout their journey with Unmind by providing quality and timely support, delivering on promises and to a standard of service that exceeds expectations. Our ability to satisfy end-users is a fundamental pillar of Unmind's success. * Lead the platform management of the Client Success function (platform configuration and administrative maintenance, owning client technical queries etc.) * Be an expert on the ins/outs of the Unmind platform so as to help remedy user/client issues in an efficient and friendly manner when they crop up. * Identify and track trends that can help us circumvent bottlenecks or realise new opportunities. * Build, maintain and develop Unmind's end-user support site - ensuring that it is comprehensive and relevant at all times. * Work with the Psychology and Content team to research, compile and publish global mental health service information for the platform's Help section. * Provide periodic reporting/insights to understand user support behavior for both client feedback and internal planning (enquiries, feedback and support NPS metrics). * Maintain and develop user feedback streams and help curate and feed into the wider feedback loop. We want users/clients to feel a genuine connection with Unmind and that their contributions are explored. * Fine-tune and build on processes. Research, plan and implement new systems or platforms that could bolster or improve the user support service. As we scale globally, our support service will need to grow accordingly. Skills and Experience We firmly believe that no-one is the finished article and that there should be learning in every role you do. So some of the role will be learning as you go, and we hope that's exactly what you are looking for. However, some experience in the following is important for the role: ESSENTIAL: * A love for all things support and customer service; with a true desire to help people. * Experience working in a technical, customer support role or similar. * Comfortable with customer support/ticketing platforms (i.e. Intercom, Zendesk etc.) and content management systems. * Computer literate and experienced in data management (Mac desirable but not a deal-breaker). * An excellent communicator with strong interpersonal, written and verbal communication skills. * Shows discretion and sensitivity, whilst remaining impartial and professional at all times. * Highly organised and detail-oriented, with the ability to multi-task across multiple platforms and projects. * Ability and willingness to source knowledge and research topics independently. * A relentless enthusiasm to over-deliver on targets and expectations. DESIRED: * Previous startup experience (global expansion experience highly beneficial). * Prior experience within a B2B/C software business or B2B/C SaaS environment. * Some management experience. * A passion for mental health, tech-for-good, and generally improving people's lives. * Exposure to networks in HR, employee benefits, wellbeing or similar. The Opportunity You will be joining an exceptionally talented core team who - in the last three years - have secured incredible investors, partners, clients and advocates. Our future success(es) will rely on the continuation of that momentum - of which our ability to enhance (and leverage) Unmind's market presence will be paramount. If done right, then the opportunity for this individual (and Unmind generally) is vast, compounded and - perhaps most importantly - will genuinely improve people's lives. You will receive a competitive salary, bi-annual reviews with a focus on future development, personal development and wellness budgets, access to the Unmind platform, working from ho

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