Customer Support Specialist (Mental Wellbeing)

Who we are

Our goal at OpenUp is to make mental well-being accessible to everyone. We support companies, their employees, and employees' families with mental well-being. Our OpenUp platform provides employees and their families access to mental well-being check-ins, online courses, articles, videos, interactive group sessions, mindfulness sessions, and a team of experienced experts. We believe that physical and mental well-being go hand in hand, and that lifestyle factors such as nutrition, sleep, and stress management are key to achieving balance. By integrating our Lifestyle Experts to the platform with a focus on nutrition, exercise and sleep, we ensure a holistic approach to health. We strive to build high-performing teams that help people develop to their fullest potential. We take pride in raising the bar and achieving the next level.

OpenUp is ranked number 3 on LinkedIn’s Top Startups list for 2024 and is rapidly growing. We are expanding our international teams and we are searching for like-minded talent. We are already helping over 1500+ (international) companies and 400K+ employees, e.g. Rituals, Deloitte, Decathlon, KPMG, and McDonalds.

• Be the first point of contact for users reaching out through phone, chat, or email — offering a warm welcome and clear guidance.
• Answer platform- and product-related questions, troubleshoot basic technical issues, and direct users to the right resources.
• Support individuals with everyday challenges by listening, providing practical advice, and connecting them with relevant OpenUp services.
• Manage and drive engagement in chat groups (Rooms) within the app to foster an active community.
• Promote our offerings (masterclasses, group sessions, self-guided care, one-on-one sessions) in a clear and engaging way.
• Act as a bridge between OpenUp, referral institutions, and users, ensuring smooth communication and coordination.
• Support the Customer Success team by handling transactional queries from small businesses and being the first point of contact for HR-related inquiries.

• Collaborate with the Product team to share user feedback and help design an even better experience.
• Collect and update FAQs based on user interactions.
• Analyze data and trends to improve support services and user engagement.
• Contribute to a self-managing team culture by coordinating with colleagues on scheduling and shared responsibilities.

• Deliver excellent first-line support that makes users feel welcomed and understood.
• Drive activation and engagement across the OpenUp platform.
• Contribute to the continuous improvement of our support services and customer experience.

• Reports to the CS Team Lead
• Collaborates closely with the Product team, Experts, and other stakeholders

• Fluency in English and Dutch are a must.
• You have a BA degree in a people or business-related field (e.g. HR, Business, Psychology, Behavioral Science, Social work, or a related area).
• Experience in customer support is required, with a strong understanding of processes, tools, and workflows.
• You’re a team player, but also able to work independently and proactively.
• You manage multiple tasks with ease and can flexibly switch between them.
• You know how to build and maintain user engagement in a digital/remote setting.
• You are solution-focused and able to provide clear, practical advice in a short period of time.
• You’re resilient, proactive, and comfortable working in a fast-paced environment.
• You have solid computer skills and an interest in experimenting with new technologies.
• Curiosity for AI and its potential in improving user engagement is a strong plus.
• Prior experience in HR, employee wellbeing, or preventive care is a plus, but not required.
• Training in Cognitive Behavioral Therapy (CBT) or Mindfulness-Based Stress Reduction (MBSR) is also a plus.

What you can expect 

Joining OpenUp means being part of a fast-growing company that's doing something meaningful. You'll work with a diverse and international team. We like to have fun together with a lot of team building activities like our weekly ‘borrels’ and after work sport classes, the yearly ski-trip and our Padel tournament. Which makes our work fun, challenging and dynamic. Apart from this, we offer: 

• Yearly development budget of €1500. 
• Company wide training programs. 
• Daily healthy and vegetarian lunch at our office.
• Flexible work model (hybrid and options for remote work).
• Monthly drinks and company wide summer fest and other fun activities.
• 27.5 vacation days per year. 
• Free and unlimited access for you and your family to all our products, including our psychologists.

Next steps

Excited about this role at OpenUp? We love to learn more about you. Send us your application (in English) through our website and we will be in touch with you soon. Do you have any questions? You can look at our frequently asked questions. Is it not answering your questions or you have a comment? Please don't hesitate to contact our Talent Acquisition Specialists.

At OpenUp, everyone is welcome to apply - regardless of color, age, gender, nationality or any other label. We embrace what makes you unique and we believe that a diverse team is crucial to success. If you are ready to OpenUp, join us!