Remote Customer Support Lead at Hedepy in Czech Republic Only

Job Description

Hey there! 👋🏻 We are Hedepy!
A young startup and a leader in holistic mental health support programs for individuals and companies in Central & Eastern Europe. There are currently 60+ of us in the internal team working remotely from all around Europe, united by our mission to make psychotherapy accessible to everyone in need.

🤗 Customer Care at Hedepy is not just a support function—it’s the heart and voice of our company. It’s the team that directly interacts with our customers, shaping their first and ongoing experience with our platform. We are looking for a strategic leader who will own the entire customer experience, ensuring that everyone who reaches out to us leaves feeling supported, valued, and heard.

As the Customer Support Lead, you will lead and develop the team of 10 amazing specialists from all around Europe, drive continuous innovation, and ensure our customer care evolves alongside our business, as you’ll be a board team member as well.

🚀 Your mission:

Develop and execute the Customer Care strategy

Lead and motivate the international and remote team, fostering a customer-first culture

Optimize processes for efficiency and service quality

Leverage technology (chatbots, AI, CRM) to enhance operations - this is currently a big topic for us 🤓

Collaborate across teams (Product, Marketing, Operations) to improve customer experience

Use data-driven insights to measure and improve performance

Requirements

💡 What we’re looking for in you:

✔ Customer-First Mindset – You see customer experience as a mission.
✔ Leadership & Team Development – You’ll inspire our high-performing team of 10 specialists. Experience with leading a remote team is needed.
✔ Tech & Innovation Enthusiast – Automation is something we need to work on, and you’ll lead the change of our processes.
✔ Strategic Thinker – You take ownership and drive meaningful improvements based on data and customer feedback.
✔ Languages: Good knowledge of English and Czech/Slovak a big plus: Hungarian / Romanian / Polish / Ukrainian

🌟 What success on this role looks like:

Higher customer satisfaction & retention

A motivated and growing team

Efficient and innovative processes

Customer insights shaping business decisions

🛠 Tools we use:

Freshdesk (Support software)

Slack, Google Workspace

Notion, Miro, Basecamp, Loom

Our internal admin

🫶 Why join us?

Free psychotherapy sessions on Hedepy and unlimited access to Hedepy+

Remote-first work environment and async type of collaboration

Opportunity to learn and grow along an international team from 10 different countries that shapes the future of psychotherapy

Team buildings and workations ☀️

💸 This role is based on a freelance type of collaboration (monthly invoicing for your services)
📍 We require the ideal candidate to be based in the EU.

Sounds like THE role for you? 🤗

Our recruiter Veru will get to you with the next steps.

Meet the team, and some of them during the hiring process :) ⤵

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