Community Lead

Clearly; A distancia; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

A mental health platform is looking for a Community Lead in Barcelona to enhance user activation, retention, and re-engagement. This role involves engaging with users through WhatsApp and calls, explaining the therapy process, and driving the uptake of special packages. Ideal candidates should have 3-5 years of experience in customer success and be fluent in Spanish. The platform fosters a remote-first culture with competitive compensation and opportunities for professional growth.

Servicios

Competitive compensation + performance-based bonuses

Profit share or equity path

Professional development budget

Remote-first culture with flexibility

Formación

• 3–5 years in customer success, ideally in a marketplace or subscription business.
• Comfort with targets and volume including daily outreach.
• Experience in health/wellness or telehealth can be beneficial.

Responsabilidades

• Proactively contact new users to help book their first session.
• Reduce friction and explain therapy process to new users.
• Track KPIs weekly and propose experiments to improve retention.

Conocimientos

Customer success experience

High empathy

Strong communication skills

Analytical mindset

Fluent in Spanish

Working English

Descripción del empleo

About Us:

Clearly is a mental health platform that makes therapy more accessible, affordable, and effective. We tackle the global mental health problem by bridging the gap between growing demand and limited access to care. Clearly combines personalized sessions with therapists and AI-driven support, offering both professional depth and a single solution.

Clearly in numbers:

• We’ve supported over 200,000 therapy sessions
• Our network includes nearly 800 trusted, verified psychotherapists
• We’re proud of our careful selection process — only 4% of applicants become a psychotherapist at Clearly, ensuring the highest quality of care for our clients

We’re already helping people across several markets — and we’re just getting started. Our goal is to expand even further, making quality psychotherapy accessible to more communities around the world. Join us and be part of a mission that truly changes lives.

About the Role

We are looking for a Community Lead to join Clearly and take ownership of the user activation, retention, and re-engagement journey — from first signup to repeat sessions and long-term engagement.

This role sits at the intersection of customer success, inside sales, community management, and user research. You will be the human connection for new users: helping them overcome friction, understand how therapy on Clearly works, and confidently book their first session — and then return for the second and beyond.

Key Responsibilities:

• Proactively contact new users (WhatsApp/SMS/email/calls) to help them book their first session;
• Reduce friction: explain how therapy on Clearly works, how matching works, and what to expect;
• Drive uptake of special packages (bundles/subscriptions/intro offers), coordinating with Marketing;
• Follow up on abandoned bookings, "no therapist selected", and "stuck after signup";
• Run structured follow-ups after session 1 (24h / 72h / 7d) to increase second session rate;
• Handle cancellations/no-shows with empathetic recovery flows and rebooking support;
• Identify drop-off reasons and turn them into actionable fixes (pricing, matching, availability, UX, messaging);
• Facilitate lightweight surveys (CSAT/NPS + drop-off reasons) and short interviews;
• Maintain an “Insights Log” with themes, examples, and recommended actions;
• Share weekly insight summaries with Product/Marketing/Therapist Ops;
• Escalate operational issues to Therapist Ops and product issues to Product;
• Own CRM hygiene: tagging reasons, outcomes, follow-ups, and segmentation;
• Build scripts/playbooks (first contact, objections, package pitch, reschedule, retention follow-up);
• Track KPIs weekly and propose experiments to improve conversion + retention.

Expectations:

• 3–5 years in customer success / inside sales / community / retention, ideally in a marketplace or subscription business;
• High empathy;
• Strong Spanish (native or near-native) + working English;
• Confident communicator across WhatsApp/calls (warm, clear, structured, non-pushy);
• Comfort with targets and volume (daily outreach + follow-ups);
• Analytical mindset: can spot patterns and propose experiments;
• High EQ + good judgment handling sensitive contexts (mental health space).

Would be a plus:

• Experience in health/wellness, telehealth, coaching, or therapy marketplaces;
• Basic understanding of therapy “types” (CBT, psychodynamic, etc.) purely for explanation—not clinical advice;
• Experience running surveys/interviews and synthesizing insights;
• Familiarity with growth experiments and lifecycle messaging.

What we offer:

• Competitive compensation + performance-based bonuses
• Profit share or Equity path for long‑term upside and strategic influence
• Professional development budget for conferences, courses, and executive education
• Direct access to founders and a cross‑functional leadership team
• Remote‑first culture with flexibility, ownership, and fast decision cycles
• A mission that changes lives, backed by real traction and an international vision