User Experience Associate London, England
Job description
Who are MYNDUP?
We’re MYNDUP. A fast-growing mental health startup, born out of a desire to get people better mental health support. We think mental health support in the workplace isn’t good enough, so we’re on a mission to change it. We started in 2020, and today we support thousands of employees across 50+ countries. We raised £4.5m in Series A investment last year, and now we’re scaling, helping more and more employees get the support they deserve. Come join us!
Our Mission: We help employees and their companies thrive by providing the best mental health support
Our Vision: A world where we uplift every MYND
Our Values and Culture
Our values are what bring our culture to life. They are about how we treat each other, our clients and what brings us together!
It’s how we live and breathe the work we do everyday.
We care
We’re a bunch of good eggs. We are helpful, empathetic and kind. We have your back.
As a leader: We actively listen and care about your people, we build trust and encourage open communication.
*We never stop learning
Curious by nature, we always strive to do better.*
As a leader; We keep learning and encourage this of others through our coaching style, we learn from mistakes and celebrate successes.
We aim to ‘wow’
We go above and beyond to uplift everyone else around us.
As a leader: We inspire people to think creatively and lift them up so they can do their best work.
We keep it simple
Mental health can be complex. At MYNDUP we make it understandable and available to all.
As a leader: We encourage open conversations, build trust and support our people.
Why do we exist?
Right now, mental health support in the workplace isn’t good enough. So we’re on a mission to change that. We offer a 1:1 live video platform that allows employees to seamlessly find and connect with therapists, counsellors, mindfulness, and life and executive coaches, whether they are surviving or thriving in their personal or professional lives. Our platform covers the most diverse range of mental health specialisms to ensure we have a solution for everyone.
Job Purpose
To ensure that all users of our service receive the support they need while supporting our practitioner community in delivering the best outcomes for the users of our service. You will be contributing towards a warm, welcoming and memorable experience for both our users and our practitioner community!
Here's what you'll be getting up to:
● Responding to user queries on Zendesk within 2 hours
● Answering incoming calls
● Providing practitioner recommendations to users
● Vetting practitioner CVs and applications
● Leading practitioner interviews
● Supporting with arranging and delivering annual ‘check ins’ with practitioners to make sure they’re happy and provide any necessary support with systems, availability or bookings.
● Dealing with crisis calls (these are infrequent but we like to be prepared)
● Adding new practitioners to internal systems and ensuring we have all required information from them
● Leading practitioner onboarding calls to test they can receive bookings, view client details and adjust their availability
● Assisting with maintaining up to date practitioner details
● Tracking session bookings that have timed out and contacting the user to offer support
● Actioning any requests from practitioners to edit their profile details/availability
● Collaborating with team on ad-hoc projects and tasks
This job description details the key elements of the role and is not an exhaustive list of all duties. Job roles evolve over time and job holders may be required to complete additional tasks in line with business needs.
The fundamentals (experience)
You are:
● Warm and friendly in delivering customer support in a fast paced environment
● Confident in leading virtual meetings with practitioners
● Flexible to work evenings, weekends and bank holidays on a rota with the rest of the team
● Capable of working towards deadlines
● Clear in your communication via email
The fundamentals (attitude/behaviours)
You have:
● Positive mindset
● Genuine care for other people
● Organised in keeping projects and tasks up to date
● Efficient in managing your own time and daily schedule
● Attention to detail
The nice-to-haves (but not totally necessary!)
● Experience working in a startup environment
● Experience using Zendesk
● Familiarity with Google Suite
● Experience using Asana
● Practitioner recruitment
(We know - sometimes, you can't tick every box. We would still love to hear from you if you think you're a good fit!)
Every role with us here at MYNDUP is open to applications from everyone and anyone. We believe that to offer our services to the world, we need people from all walks of life, and we celebrate individuality. We therefore welcome applications from people of any race, religion or belief, ethnic origin, physical ability, socio-economic background or status, age, nationality or citizenship, sexual orientation, gender identity or any other difference that makes you, you. We are committed to conscious inclusion that creates an ethos of connection, belonging and shared purpose. Come join our bunch of beautiful MYNDS.
Benefits
We are a small but growing team. Everything we do is intrinsic and with good intentions. You can always count on us to do the right thing and know that our only motive is to leave the world a better place.
As one person, we are strong but together we are unstoppable. We thrive on a culture of feedback and supporting each other to deliver the best for our customers. We pull together because we strive to do things bigger than us.
If this sounds like an exciting opportunity you’d love to be a part of, read on for the extra benefits of being with us. We can’t wait to hear from you!
● 25 days off a year + an extra day off on your birthday, plus UK bank holidays
● Free 1-1 weekly mental health sessions with your choice of practitioner from our community
● Remote flexible working, however, you must have the ability to travel to our Liverpool Street London office once a week
● Work from abroad up to 30 days per year
● Access to any location of Spaces coworking business lounges
● London Liverpool Street office location
● More TBC in the pipeline as we grow!
Job Type: Full-time
Work Location: Hybrid remote in London
