Operations Specialist

Location: UK Based, Remote-first (with monthly travel to London)

At Unmind, we're here to create better mental health.

We believe mental health should be a source of strength, not struggle – for people, teams, and entire organisations.

We combine science, technology, and human care to help companies like Uber, Disney, Major League Baseball, and the NHS improve mental health and drive performance.

Now we’re looking for more brilliant people to help us do it.

🚀 Our Values

We’re building a company where ambition and empathy go hand in hand.

Outpace the rest – Move fast. Deliver excellence.

Stronger together – We go further, faster, together.

Client first – We win, when our clients win.

🌈 Inclusion & Belonging

We’re building a place where everyone feels seen, heard, and supported – and where difference is celebrated.

If you need adjustments during the process, tell us when you apply or email talent@unmind.com.

Learn more about how we hire and our commitment to equity in our Candidate FAQ →

🎯 The Role: Operations Specialist

This role will require working a later shift (12pm–9pm) up to twice per week, with additional evening coverage occasionally required during holiday periods.

Unmind is transforming workplace mental health, and we’re looking for an Operations Specialist to join the team that keeps our human care services running. Our Therapy & Coaching and Help services connect members with a global network of accredited practitioners, and this role sits right at the centre of that: supporting the members who use the service and the practitioners who deliver it.

It’s a broad role. You’ll be the first point of contact for members and practitioners, onboard new practitioners into the network, keep their documentation and accreditations audit-ready, and resolve complaints when things don’t go to plan. You’ll also flex into client launch and platform work when the team needs it, so you’ll build a genuine end-to-end view of how our services are delivered.

Reporting to the Head of Care Operations, you’ll work closely with Operations Managers, Product, Science and Commercial. If you like variety, ownership from day one, and work that visibly improves people’s access to mental health support, this is a good fit.

What you'll do

• Be the first point of contact: Provide first and second line support to members and practitioners across email, chat and phone, resolving issues accurately and with genuine care.

• Onboard our practitioner network: Run practitioner onboarding end to end, from vetting and document checks through to enablement, profile set up and going live.

• Keep the network compliant: Own practitioner audit and document expiry tracking, chasing accreditation, insurance and certification renewals so the network stays compliant and enterprise ready.

• Resolve complaints: Take member and practitioner complaints through to resolution, escalating where clinical, commercial or duty of care judgement is needed.

• Spot and flag issues: Identify, reproduce and flag incidents and technical issues to Product and Engineering, and keep users and practitioners informed while they are being resolved.

• Surface the themes: Track contact reasons and recurring issue themes so we can fix root causes and reduce ticket volume, rather than just closing tickets.

• Engage the community: Contribute to practitioner comms and engagement work, including newsletters, help centre content and knowledge base articles.

• Monitor the service: Keep an eye on practitioner issues, booking flows and overall service health, catching problems before they reach a member or a client.

• Flex across the team: Step into client platform management and client launch implementation support when the team needs it, giving you exposure to the full client lifecycle.

🌟 About You

In the spirit of equity and continuous growth, we invite you to remove education from your CV. Qualifications are not a factor in our decision-making. However, some experience in the following is important for this position:

• Experience in a customer support, service or operations role, ideally using a ticketing platform such as Intercom or Zendesk.

• Great communicator. You are comfortable on a call with a practitioner or writing a careful reply to a member in a difficult moment, and you adapt your tone to the person in front of you.

• Strong troubleshooting instincts. You can investigate an issue, work out what is actually happening, and explain it clearly to someone non-technical.

• Organised and reliable with detail-heavy work, whether that is document checks, audit trails or expiry tracking. You understand why the details matter when compliance is involved.

• Comfortable holding several work-streams at once and switching between them without dropping anything.

• Curious about process. You notice when something keeps repeating and want to fix the cause, not just the symptom.

• Confident working with data at a practical level: pulling a report, spotting a pattern and drawing a sensible conclusion from it.

• Comfortable with ambiguity and rapid change in a fast-growing business, and happy to be scrappy when that is what the situation needs.

• Passionate about mental health, tech for good and improving people's lives.

• Nice to have: SaaS or startup experience, knowledge base or help centre authoring, or experience supporting a global network of contractors or partners.

Tip for candidates: If you’re unsure whether to apply – do. We know great people don't always tick every box.

💚 Life at Unmind

We believe wellbeing and performance go hand-in-hand – and we build our environment to support both.

A few highlights:

✅ Private medical for you & your family

✅ Equity in Unmind

✅ Generous gender-neutral parental leave

✅ 25 days holiday + birthday + celebration days

✅ Revive & Thrive Days – company-wide Friday off monthly

✅ Flexible working + early Friday summers

✅ Remote-first within the UK, with monthly in-person meet-ups and access to a London co-working space

✅ Annual learning budget + learning leave

✅ Free weekly therapy or coaching sessions

✅ Wellbeing support via WellHub & Bippit

See all benefits on our Careers Page →