Head of Customer Care

Hey there! 👋🏻 We are Hedepy, a young startup and a leader in holistic mental health support programs for individuals and companies in Central & Eastern Europe. There is currently 60+ of us in the internal team working remotely from all around Europe, united by our mission to make psychotherapy accessible to everyone in need. 🤗 Customer Care at Hedepy is not just a support function—it's the heart and voice of our company. It's the team that directly interacts with our customers, shaping their first and ongoing experience with our platform. We are looking for a strategic leader who will own the entire customer experience, ensuring that everyone who reaches out to us leaves feeling supported, valued, and heard. As the Head of Customer Care, you will lead and develop the team of 9 amazing specialists, drive continuous innovation, and ensure our customer care evolves alongside our business. 🚀 Your mission:

• Develop and execute the Customer Care strategy
• Lead and motivate the team, fostering a customer-first culture
• Optimize processes for efficiency and service quality
• Leverage technology (chatbots, AI, CRM) to enhance operations
• Collaborate across teams (Product, Marketing, Operations) to improve customer experience
• Use data-driven insights to measure and improve performance

Requirements💡 What we're looking for in you: ✔ Customer-First Mindset - You see customer experience as a mission, not just a function. ✔ Leadership & Team Development - You inspire, coach, and structure high-performing teams. ✔ Tech & Innovation Enthusiast - You embrace automation and data-driven decision-making. ✔ Strategic Thinker - You take ownership and drive meaningful improvements. 🌟 What success on this role looks like:

• Higher customer satisfaction & retention
• A motivated and growing team
• Efficient and innovative processes
• Customer insights shaping business decisions

🛠 Tools we use:

• Freshdesk (Support software)
• Slack, Google Workspace
• Notion, Miro, Basecamp, Loom
• Our internal admin

Benefits🫶 Why join us?

• Free psychotherapy sessions on Hedepy and unlimited access to Hedepy+
• Remote-first work environment and async type of collaboration
• Opportunity to learn and grow along an international team from 10 different countries that shapes the future of psychotherapy
• Team buildings and workations ☀️

💸 This role is based on a freelance type of collaboration (monthly invoicing for your services) Sounds like THE role for you? 🤗 Our recruiter Veru will get to you with the next steps. Meet part of the team, and some more during the hiring process :) ⤵