Client Support Lead

Client Support Lead

Okay, for starters, none (save one) of the duties listed in this JD are Lead-level duties. They clearly want a discount Director/VP of Support. (And at $70k-$150k, we're talking a *real* discount.)

Mindbloom | $70,000-$150,000

Steph's Notes:

Okay, for starters, none (save one) of the duties listed in this JD are Lead-level duties. They clearly want a discount Director/VP of Support. (And at $70k-$150k, we're talking a *real* discount.)

BUT ALSO. Their whole leadership team, save one woman (in, of course, People Ops), are white dudes. So many white dudes.

building world-positive companies

I haven't had my nap yet, so maybe I'm just tired, but: what the hell does this mean?

We’re the market leader, we’re growing fast, and we’re playing pro ball.

Did I mention the leadership team is made up of white dudes?

Our core values: Practice Intellectual Honesty

Okay! So why is the salary information in the tiniest possible font you can put on a webpage? This was taken with the webpage at 100% zoom – look at the Benefits section in comparison!

Focus: You practice deep work, say no often, and do less, better

I mean, this is in direct contradiction to the rest of the job listing, but sure.

Also, they must have updated this JD recently, because when I looked at this role earlier in the week it was quite a bit different, including this gem:

If we succeed at Mindbloom, we will:
1. Accelerate the healthcare system’s adoption of psychedelic therapies
2. Make a dent in global human suffering
3. Expand humanity’s collective wisdom, compassion, and consciousness

Can't imagine why they'd take that out.

(Quick note: please don't take my criticism of the way this company presents itself or of the job description as a dig at the therapeutic use of psychedelics. I know quite a few people who have benefited from this therapy, including some close friends.)

Original Job Description: Client Support Lead

We’re on a mission to transform lives to transform the world. The first and largest national provider of psychedelic therapy, we’ve been working to make psychedelic medicine the #1 solution for mental health and wellness since founding in 2018.

• 250,000+ treatments provided per year
• In 38 states reaching 86% of Americans
• Best-in-class peer-reviewed and published client outcomes (89% improvement rate)

Today, we offer a comprehensive at-home ketamine therapy product that’s remarkable in quality, disruptive in affordability, and delightful in convenience. Tomorrow, Mindbloom will offer the next generation of FDA-approved psychedelic medicines, including MDMA and psilocybin.

Do The Best Work Of Your Life ✨

The team you build is the company you build.

• Our Founder and CEO, Dylan Beynon, is a 3X founder building world-positive companies (1 exit and 2 category leaders with hundreds of millions raised)
• Our Medical Director, Dr. Leonardo Vando, is a pioneer in psychedelic therapy
• Our seasoned leadership team comes from household-name startups

We’re backed by Tier 1 investors including Kleiner Perkins, 8VC, and Founders Fund. We’re the market leader, we’re growing fast, and we’re playing pro ball.

Build In A Conscious Company Culture 🧘🏽‍♀️🧘‍♂️

We don’t just transform our clients’ lives – we transform our Bloomineers’ lives too, through a culture of freedom and responsibility.

• Remote-first from founding
• Asynchronous-oriented
• Writing-based Mindbloom won the Tony Hsieh Award for our innovative culture and was named one of LinkedIn’s Top 50 Startups.

Our core values:

• Practice Intellectual Honesty
• Make Exceptional Decisions
• Cultivate Wholeness
• Focus

If you’re passionate about psychedelic therapies and fired up about doing the best work of your life while serving others, then let’s transform some lives together. 🚀

Role 🎨

At Mindbloom, you will have a massive impact crafting the future of mental health and wellbeing alongside colleagues who are trailblazers and pioneers. As the Client Support Lead, you will transform lives by creating a reliably seamless and caring end-to-end client experience.

• Empower your team to effectively troubleshoot and resolve issues for our clients and experiment with ways to improve the customer experience
• Create a prioritized roadmap for removing top client issues
• Drastically improve response time of overall tickets and leverage AI and workflow improvements to reduce AHT
• Promote a client-obsessed company culture
• Work cross-functionally with Engineering, Product, Operations, Sales, Marketing teams to prioritize and implement CX initiatives
• Constantly seek to improve customer satisfaction at all touch-points in the customer journey

Sound Like You? 🎧

• Experience: You have at least 3 years of experience managing customer support teams and intimately understand each aspect of the customer experience
• Client Experience Expert: Experience directly supporting high-touch clients and delivering exceptional client experiences
• System Optimizer: Doesn’t tolerate issues and relentlessly seeks to resolve root cause
• Performance Manager: Sets clear goals, holds team accountable to outcomes, coaches and develops
• Mission-Obsessed: You have a personal connection to our mission
• Remote-able: You excel in a remote-first, writing-based culture of freedom and responsibility
• Practices Intellectual Honesty: You seek and speak the truth directly and possess high courage and low ego
• Makes Exceptional Decisions: You use the case-appropriate level of rigor, data, and speed and champion the client
• Cultivates Wholeness: You bring your authentic self and practice positivity
• Focus: You practice deep work, say no often, and do less, better

Interview Process ✍

• Recruiter Phone Screen
• Hiring Manager Interview
• Career Story Interview
• Team Focused Interviews
• Reference Calls

Benefits 🤝

• Insurance: Medical, dental, and vision insurance for you and dependents
• Time Off: Unlimited vacation and sick days
• Wellbeing: Steeply discounted Mindbloom for you and family
• Culture: Annual company retreat and department offsite
• Work From Home: You get whatever you need to excel
• Retirement: Employer sponsored 401k plan
• Family: Parental leave Given Mindbloom’s funding and size, we heavily value the potential upside from equity in our compensation package.

Further note that Mindbloom has minimal hierarchy and titles, but the scope of role and compensation will be reflective of your level.

The estimated annual salary range for this role is $70,000 - $150,000 USD.

The actual base salary may differ based on your current level of job-related skills and experience, and on market data changes. Total compensation for this role may vary depending on equity, sales incentives (for sales roles), and benefits elected.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply. Mindbloom is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.

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