Customer Technical Support

Upheal has recently secured Series A funding, and we’re on a mission to help mental health professionals find a better balance. Our therapy-focused AI automates tasks, captures insights, and tracks outcomes for healthier clients. We’re committed to privacy, reducing burnout, strengthening connections, and boosting incomes. About the role: This role requires a blend of technical expertise, customer service skills, and collaboration, making it a pivotal position for maintaining customer satisfaction and driving continuous product improvement. Responsibilities: User Engagement and Support: Interact with mental health professionals via chat, email, or video calls to address and resolve product-related issues.

Provide assistance and support, ensuring a deep understanding of user needs and offering solutions tailored to their workflows. Act as the primary point of contact for Upheal customers, ensuring clear, professional, and polite communication that upholds our support standards in the mental health space (measured by Trustpilot, CSAT, and direct feedback). Product Development Insight: Gather frontline user feedback and insights to inform product development and improvement efforts. Technical Investigation and Troubleshooting: Conduct technical investigations to diagnose and resolve user issues. Compile detailed background materials for the engineering team to assist in preparing fixes. Process Enhancement:

Identify opportunities to automate and enhance support activities and processes, improving overall efficiency. QA and Troubleshooting: Pass on technical troubleshooting insights to the Quality Assurance (QA) team and potentially assist in refining the QA process. Sales and Lead Support: Provide support to users who are ready to make a purchase or direct qualified leads to the sales team. Cross-Functional Collaboration: Collaborate closely with both engineering and product teams to ensure smooth communication and efficient problem resolution. About you: You have proven experience in a customer support role (minimum 2 years of experience), ideally within a SaaS or technology company.

Experience in health-tech or mental health organizations is a must, as it helps you quickly understand the needs of our users. You bring solid communication skills — empathetic, clear, and professional — and you can adapt your style to clinicians, clients, and internal teams alike. You are comfortable with basic technical troubleshooting and have the curiosity and appetite to learn more about how systems and integrations work. You’re proactive and resourceful: when you don’t know the answer, you know how to find it, document it, and improve the process for the next time.

You enjoy being a bridge between users and product/engineering, translating user issues into actionable insights. You can handle a fast-growing startup environment, where processes are evolving, and you’re excited to contribute to shaping them. Bonus: familiarity with tools like Intercom, HubSpot (or similar CRMs/support systems) and basic data skills. Benefits: • Work for a company with an impactful mission, dedicated to transforming mental health care by making lives for therapists easier. • Early-stage startup, plenty of opportunities to grow and develop, shape your work, and take on responsibility.

• Flexibility with remote work, working with a very skilled and experienced tech team• Compensation includes equityReady to be part of something big?Send us a message and your LinkedIn profile at join@upheal. io and let’s change the world of mental health together!🌍Unfortunately, we cannot sponsor employment visas and can only accept applications if you have employment rights in the country to which you are applying.