Product Support Specialist - New York, United States - Unmind

Description

Unmind is the leading workplace wellbeing platform, on a mission to create mentally healthy workplaces where employees can flourish.

Grounded in science and built for enterprise, we drive people-first performance at some of the world's biggest brands, including Uber, Major League Baseball, NHS, Disney, Standard Chartered, Mediacom and British Airways.

Our services support the whole organisation with data-driven performance insights for leaders, training for managers, wellbeing tools for all employees, as well as access to a global network of accredited mental health practitioners.

Our internal standards are as high as those of our clients. We're an ambitious VC backed software business on the exhilarating 10-100M phase of our growth journey. It's hard and rewarding work and we're determined to be our very best case study along the way.

Unmind believe high performance will hinge on the powerful harmony between our relentless drive for results and creating an environment that elevates our people's wellbeing.

This wouldn't be possible without a dedication to our core values:

• Be Human
• Grow Your Mind
• Innovate at Speed
• Inspire & Impact

To learn more about what these values mean to us, please visit our careers page.


Our DEI commitment
We strive to build a workplace that celebrates our differences, where every Unminder feels included, equal, seen and heard.

This is true regardless of your age, race, gender identity, religion or belief, marital or parental status, disability, neurodiversity, or sexual orientation.

The role:

Product Support Specialist:

We are looking for a Product Support Specialist who is excited to play an integral role in Unmind's growth and success.

In this role, you will create an efficient, professional, and outstanding customer experience by providing a high level of support to our Unmind users and helping us build and implement new processes leveraging the latest in AI-driven support technology.

As an Unmind expert, your core responsibilities will include troubleshooting and triaging issues for our users and practitioners. You will also help identify service improvements and deliver projects as we scale the department.

You will gain an expert understanding of interaction points across the entire client journey, as well as across the product and engineering teams.

A key part of your role will involve authoring and maintaining knowledge base articles to ensure our users have access to up-to-date, accurate, and helpful information.

You will work closely with various teams to gather insights and create content that enhances the self-service experience for our users.

Unmind is in an incredibly exciting stage of growth, and part of the role will be helping to develop support processes and ways of working across departments.

You will have plenty of opportunities in your daily role to broaden your knowledge, explore new solutions, and work toward long-term improvements.

In this role, you'll get to:

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  Provide exceptional support: Deliver an efficient, professional, and outstanding user experience. Provide high-level support to Unmind users, practitioners and internal teams while identifying and implementing improvement opportunities.

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Master the Unmind platform: Become an expert on the ins and outs of the Unmind platform, enabling you to use the product effectively and troubleshoot and triage issues proficiently.
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Drive service improvement: Work closely within the Global Delivery team to build processes and drive Continual Service Improvement.
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Embrace new technologies: Leverage the latest support technologies and AI tools to enhance service delivery and user experience.
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Cross-functional collaboration: Partner with many other teams within the company to achieve results and ensure success.
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Project ownership: Take ownership of projects that contribute to the success and scalability of the Unmind Support function.
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Thrive in a fast-paced environment: Demonstrate good judgment and effectively translate technical concepts for non-technical end users and practitioners, ensuring a seamless experience with each interaction and ticket.


Skills and experience:

We firmly believe that no one is the finished article and that there should be learning in every role. However, some experience in the following is important for this role.


Must haves

• Previous technical support experience, with skills in troubleshooting and triaging issues.
• An inquisitive mind, a thirst for knowledge, and the ability to think outside the box.
• Passionate about mental health, techforgood, and improving people's lives.
• Comfortable working in an environment characterized by rapid growth, constant change, and uncertainty.

Great to haves

• Previous startup experience, particularly during global expansion, is highly beneficial.
• Prior experience within a software business or SaaS environment.
• Experience in authoring knowledge base artic