Customer Support Specialist

Hedepy is a mental health platform connecting people with therapists across 9 European markets. Last year we ran over 300,000 sessions, and that's just the start.

We're looking for a Czech-speaking Customer Support Specialist who does two things equally well: takes great care of clients and therapists when they reach out, and picks up the phone to reach out first. Roughly half your time is reactive support (chat, email, ticket resolution), the other half is proactive outbound: calling clients to gather feedback and help them find and book the right therapist. Over time, the balance may tilt more towards the proactive side.

You'll be part of a close-knit Customer Care team of 7 people supporting all Hedepy markets, so the work is genuinely international even though your clients are Czech or Slovak.

What you'll do

• Resolve client and therapist requests over chat and email, start to finish, with full ownership of compensation decisions and therapist coordination.
• Make proactive outbound calls: gather feedback, guide clients toward booking, and turn interest into actual sessions.
• Handle emotionally sensitive conversations with care, some of our clients are reaching out in a vulnerable moment.
• Keep localized Czech content up to date and help fine-tune our AI support agent so humans can focus on the complex, high-empathy cases.
• Spot recurring issues and share feedback that makes our processes better.

Requirements

Must-have:

• Native Czech speaker (full fluency for complex, sensitive client conversations, or Slovak) and English at B2+ level (our internal docs, meetings and 1-on-1s run in English)
• 1+ years in proactive phone outreach, telesales, or active account management. You're comfortable calling people, not just replying to them.
• Proven ability to work fully remotely and independently, using ticketing/task tools to track and close cases on your own.
• A real track record handling high-emotion or distressed customer interactions with empathy, in writing and on calls.
• Active use of AI tools (ChatGPT, Claude, Perplexity, Gemini or similar) as part of your daily workflow.

Nice to have:

• Experience with Fin (Intercom), Google Workspace and Notion.
• Direct experience supporting customers in acute psychological distress.

Benefits

• Free psychotherapy sessions on Hedepy

• Remote-first work environment, you can work from anywhere.