Customer Support & Success Coordinator - Mental Health

Job Title: Customer Support & Success Coordinator - Mental Health

Location: Fully Remote

Employment Type: Full-Time

About MindPath

MindPath is an online mental health clinic based in Ireland, specialising in ADHD and Autism assessments. Our mission is to make high-quality, ethical, and accessible mental health assessments available through a combination of in-house clinical expertise and innovative digital systems. We are committed to supporting clients throughout their full assessment journey with clarity, care, and professionalism.

About the Role

We are seeking a highly organised and client-focused Customer Support & Customer Success Team Member to provide front-line support and guide clients throughout their assessment journey. This role sits at the heart of the client experience and requires strong communication skills, attention to detail, and the ability to manage multiple workflows across customer support, administration, and internal systems.

You will be the first point of contact for clients and play a critical role in ensuring a smooth, informed, and supportive experience from initial enquiry through to assessment completion and follow-up.

Key Responsibilities

1. Customer Support & Communication

• Serve as the first point of contact for all client enquiries via phone, live chat, email, and the Helpdesk, ensuring timely, accurate, and professional responses.
• Review, manage, and action all inbound Helpdesk tickets throughout the working day, maintaining a clear, organised, and up-to-date support queue.
• Escalate clinical, complex, or sensitive queries to the appropriate clinical or internal teams in line with established Helpdesk workflows.
• Ensure all clients receive clear and accurate guidance regarding their assessment pathway, next steps, and available options.

2. Client Journey Support & Customer Success

• Support customer onboarding by guiding clients from initial enquiry through assessment completion and subsequent next steps.
• Proactively follow up with clients who have purchased a Pre-Assessment but have not yet completed it.
• Follow up with clients who have completed the Pre-Assessment but have not yet booked their follow-up call.
• Support client engagement and retention by identifying potential drop-off points in the client journey and escalating concerns to the Customer Support Lead where appropriate.

3. Appointment, Payment & Administrative Support

• Support daily operational activities, including appointment scheduling, coordination with clinicians, and client communications.
• Maintain accurate payment tracking across Acuity and Stripe, including proactively chasing outstanding payments at least one week in advance.
• Generate and provide receipts to clients upon request.
• Ensure all required assessment scales and documentation are completed at least 48 hours prior to scheduled appointments and confirm completion at the point of payment where applicable.
• Manage follow-ups related to appointment rescheduling and no-shows, including:
• Contacting clients who request rescheduling but do not rebook
• Following up with no-show clients for follow-up calls (up to three contact attempts)
• Complete and review all assigned daily tasks to ensure accuracy, compliance, and timely completion.

4. Systems, CRM & Workflow Support

• Update and maintain accurate CRM records (e.g. HubSpot) to track client interactions, service progress, and relevant communications.
• Support the use of internal systems including HubSpot, Acuity, Stripe, and Helpdesk tools in line with established procedures.
• Assist with workflow automation and operational efficiency by following defined processes and flagging inefficiencies or recurring issues to the Customer Support Lead.

5. Internal Coordination & Feedback

• Liaise with internal teams, including clinical staff, sales, and technical support, to resolve client issues efficiently and in accordance with internal protocols.
• Collect, document, and communicate customer feedback, recurring issues, and service concerns to support continuous service improvement.

Required Skills & Experience

• Baseline undergraduate degree in Psychology, Social Work, Sociology or A Related Field
• Previous experience in customer support, customer success, or operational support (healthcare or online services preferred).
• Strong written and verbal communication skills with a professional and empathetic approach.
• Experience managing client communications across phone, email, live chat, and ticketing systems.
• High level of organisation and attention to detail, with the ability to manage multiple priorities.
• Comfort using CRM and scheduling systems (HubSpot, Acuity, Stripe, or similar).
• Ability to work autonomously in a fully remote environment.

Nice-to-Have Skills

• Experience in healthcare, mental health, or telehealth services.
• Familiarity with workflow automation and operational processes.
• Strong Google Sheets or Excel skills.
• Experience identifying customer journey gaps or drop-off points.

Why Join MindPath?

• Be part of a growing and mission-driven mental health organisation.
• Fully remote role with autonomy and responsibility.
• Opportunity to work closely with clinical and operational teams.
• Meaningful impact supporting individuals through important mental health assessments.

Job Type: Full-time

Application Question(s):

• Do you have a baseline undergraduate degree in Psychology, Social Work, Sociology or a related field? (Evidence will be requested)

Education:

• Bachelors (Required)

Experience:

• Customer Success: 2 years (Preferred)
• Healthcare Work: 1 year (Preferred)

Language:

• English as A First Language (Required)

Work Location: Remote