Head of Product Support

Job Description

About Unmind

Unmind is a workplace mental health platform. We empower employees to live more fulfilling and balanced lives by changing the way organisations around the world think about mental health. 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.

Having closed our Series B funding in April 2021, and looking ahead to our Series C, we're excited about the next stage of growth which will enable us to deliver on our mission to improve the mental wellbeing of ten million people in organisations around the world. We’re a fast-growing team with over 190 Unminders across London, Sydney and New York and would love for you to join us as our Head of Product Support.

Uniting Behind Uniqueness

At Unmind we believe in “Uniting Behind Uniqueness” based on the belief that humans are endlessly unique and their opportunities are equally important. In order to fulfil our mission, we want our team to represent the diversity of our users which is why we’re committed to building an inclusive workplace where we encourage everyone to bring their whole selves to work. We want to foster a culture where everybody feels included, heard, and equal – regardless of age, disability, gender, neurodiversity, marital or parental status, race, religion or belief, or sexual orientation.

If there are any adjustments we can make that would help improve your experience with Unmind, please do let us know when you apply or email us at talent@unmind.com.

The Role - Head of Product Support

We are looking for an experienced Product Support leader; who has managed and developed Support teams and functions in the past, to play an integral role in Unmind’s growth and success moving forward. Our ability to satisfy end-users is a fundamental pillar of Unmind’s success. User engagement and satisfaction is one of the most important metrics for retaining our clients – and in this team you’ll be truly responsible for helping to move the needle.

As Head of Product Support, you will be joining an established team of Product Support professionals who have laid the groundwork for our support processes and ongoing success. In this role, you will be taking on a highly autonomous position; nurturing our existing team members and steering the course of the Product Support function by helping us scale globally. You will report into the Global VP of Client Success.

In this role, you will:

• Design and oversee global product support strategy; supporting the business’ strategy and goals. Identify and execute opportunities to improve processes and services; objectively measuring the effects of these efforts over time. You will be able to design projects independently and work cross departmentally to achieve results, as well as creating appropriate tasks to be distributed amongst your team.
• Lead our Product Support team. You will be responsible for the management, growth and development of the team. This will include day-to-day management of team members (including 1:1s and resource assignment), driving optimal performance (accountable for: overseeing ticket quality and meeting contracted SLAs/driving team KPIs) and conducting performance reviews (creating robust personal development plans). You will lead on organisational design (for example outsourcing, shift work patterns etc.) and recruitment.
• Collaborate cross-departmentally (particularly with Engineering and our Commercial departments) to ensure effective ways of working. Provide feedback using valuable insights from our users/clients, and escalate matters where necessary. Work with Engineering to improve efficiencies and processes.
• Lead on the globalisation, internationalisation and localisation of support to meet business needs (this may include implementing remote resources). You will be responsible for the research, planning, scoping, implementation and ongoing support for projects with relation to the Product Support function. Our multi-lingual strategy includes managing third party relationships and needing to apply a commercial/experienced eye to support cost reductions and strategic decision-making.
• Provide world-class service. Whilst you may not interface as frequently with end-users whilst managing the team, you will be able to provide tier 1 and tier 2 support. You will help 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. You will become an expert on the ins/outs of the Unmind experience so as to help remedy user/client issues in an efficient and friendly manner when they crop up.
• Continue to build out our user versus client support proposition. Lead the technical management of the Client Success function (platform configuration and administrative maintenance, owning client technical queries etc.)
• Oversee the building, maintenance and ongoing development of Unmind’s end-user support site (help.unmind.com) – ensuring that it is comprehensive and relevant at all times. Work with the Science and Content team to research, compile and publish global mental health service information for the platform’s Help section.
• Fine-tune, maintain and develop our support infrastructure. For example, identify opportunities for automation within Zendesk, and assist with the development of automation systems to address those opportunities. You will be responsible for the procurement, implementation and management of third party tools/relationships.
• Identify and track trends that can help us circumvent bottlenecks or realise new opportunities. Regularly report on performance and KPIs to leadership.
• Own inventories of hardware, software and Product Support assets. Create and maintain, detailed and complete, Product Support documentation.

Requirements

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.

We're looking for someone who:

• Loves all things Product Support and customer service; with a true desire to help people. Has experience of managing a team (across multiple time zones).
• Has experience working in a technical, Product Support role, communicating with a diverse range of stakeholders and supporting a multilingual experience. High comfortability with customer support/ticketing platforms (i.e. Zendesk etc.) and content management systems.
• Has experience scaling a Product Support team within a start-up environment.
• Highly organised and detail-oriented within project management, with the ability to multi-task across multiple platforms.
• Strong reporting skills. Confident identifying and analysing valuable data from end-user enquires that provide clear and concise insights and recommendations on their overall experience.
• Capability to self-motivate, work independently and take ownership of job responsibilities. Comfortable working in an environment of rapid growth, constant change, and lots of unknowns.
• Internationalisation experience; having worked with global companies, across different regions and languages. Outsourcing experience desirable.

Benefits

At Unmind we believe in having a whole person approach and we hope that our benefits enhance the lives of Unminders, helping them be happy, healthy and fulfilled. You can see the full details of our benefits on our careers page, but they include:

• Private Medical Insurance for you and your family
• Unmind Equity scheme
• 25 days annual leave plus your birthday day off and celebration days
• Flexible working, including flexible use of Public Holidays
• Summer Fridays
• £1,000 annual learning budget with 2 days learning leave
• Monthly ClassPass Subscription
• Dog-friendly workplace

We believe our interview process should be inclusive and transparent. Find out what to expect and more about our commitment to diversity on our candidate FAQs page here: tinyurl.com/bd8xsnrj