Customer Support Specialist (Mental Wellbeing)

Customer Support Specialist (Mental Wellbeing)

Who we are

At OpenUp, our mission is to make mental well-being accessible to everyone. We support companies, their employees, and their families with proactive and practical mental health services. Through our platform, clients can access 1:1 check-ins, online courses, articles, videos, group sessions, mindfulness practices, and a team of committed experts. We believe that mental and physical well-being are deeply connected. With Lifestyle Experts focusing on nutrition, exercise, and sleep, we offer a truly holistic approach that helps people take ownership of their health. We’re proud to work with forward-thinking organizations and are committed to raising the bar on accessible care.

OpenUp is ranked in the Top 3 on LinkedIn’s Top Startups list for 2023, 2024 & 2025. 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.

About the job

At OpenUp we are focussing on the preventive care, what means that we don’t do diagnosis, but we are there for the day-to-day struggles, such as work related problems, relationships issues, self confidence, purpose of life and lots more! As a Customer Support Specialist (Mental Wellbeing), you will be the first line of support for our users, providing guidance and resources to enhance their mental well-being. You will drive user engagement, manage chat groups, and collaborate with our Product team to improve the user experience. Your responsibilities will be split approximately as follows: 50% supporting end users, 30% acting as a bridge between OpenUp, referral institutions, and users, and 20% supporting the Customer Success team with transactional queries.

Primary responsibilities

• 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.

Secondary responsibilities

• 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.

Goals and outcomes

• 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.

Reporting structure

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

About you

You’re motivated to work in a fast-paced, international startup environment. Your values align with OpenUp’s mission: openness to cultural diversity, genuine motivation to help others, and a long-term orientation for finding lasting solutions. You thrive in a dynamic, growing team where no two days are the same. Next to that:

• 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.