Experts Team Lead
OpenUp
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Benefits offered by this job
Job summary
Qualifications
- 5-10 years of experience in healthcare operations or leadership roles.
- Experience in fast-paced or tech-driven environments.
- Fluent in Dutch and English.
Responsibilities
- Support daily operational processes related to experts and users.
- Ensure quality standards for services.
- Prepare and lead client-facing sessions.
Skills
Education
Tools
Job description
At OpenUp, our mission is to make mental well-being accessible to everyone. We support companies, their employees, and their families with proactive and practical mental health services. Through our platform, clients can access 1:1 check-ins, online courses, articles, videos, group sessions, mindfulness practices, and a team of committed experts. We believe that mental and physical well-being are deeply connected. With Lifestyle Experts focusing on nutrition, exercise, and sleep, we offer a truly holistic approach that helps people take ownership of their health. We’re proud to work with forward-thinking organizations and are committed to raising the bar on accessible care.
OpenUp is ranked in the Top 3 on LinkedIn’s Top Startups list for 2023, 2024 & 2025. We are expanding our international teams and we are searching for like-minded talent. We are already helping over 1500+ (international) companies and 400K+ employees, e.g. Rituals, Deloitte, Decathlon, KPMG, and McDonalds.
As a Team Lead for Experts, you will play a key role in building, developing, and supporting our expert community. You will combine your health expertise with leadership, commercial efforts, and operational ownership, using data and insights to inform decisions and continuously improve outcomes.
This is a highly operational, fast-paced role for someone who loves problem-solving, improving processes, and making things run smoothly, with a strong focus on supporting customer and product needs through a high tech-high touch approach, while contributing to a meaningful mission.
Operational Excellence, Expert & User Support
Support daily operational processes related to experts and users:
- Handle incoming daily questions from experts (e.g. case related questions), internal teams (e.g. Content & Learning sessions) and users (e.g. platform and products).
- Improve workflows (e.g. onboarding, referral process), tools (Q&A bot), and policies (e.g. quality frameworks, service playbooks).
- Proactively improve operational, clinical, and coordination processes.
- Managing client questions, feedback and complaints
- Managing and updating documentation and AI readiness
Quality & Development
- You are the first gateway to guarantee our quality standards
- Use data insights to assess service performance and continuously improve service quality.
Customer Engagement & Delivery
- Prepare, host, and lead client-facing sessions, both online and on-site, tailoring content to customer needs, ensuring a high-quality and engaging customer experience.
- Act as a trusted partner for customers by confidently representing OpenUp’s services, experts, and value proposition.
- Use data and insights to support customer conversations, highlight impact, and demonstrate value across OpenUp’s offerings.
Product Delivery
- Work closely with Product, Customer Success and Marketing teams (e.g creating new services 24/7 support, Financial well-being)
- Support the implementation of new product and tech strategies and procedures, (e.g AI-based solutions).
- Use data and insights to inform client presentations, highlight mental well-being trends.
Communication & Coordination
- Act as a bridge between experts and internal teams by sharing updates, procedures, and changes clearly and supportively.
- Support communication towards our expert team.
- Build, host, and support networking events for both internal and external experts.
- Ability to collect expert feedback, translate it into insights, and drive continuous improvement with the team.
Recruitment & Onboarding
- Collaborate with Talent Acquisition to leverage data insights for capacity planning, forecast user demand, and flag risks early.
- Collaborate with Talent Acquisition on recruiting new experts from diverse cultures and backgrounds
- Make hiring decisions
- Lead onboarding meetings and follow-up communication
- Help new experts quickly understand our platform, users, products, and way of working
- Ensure experts feel supported, confident, and connected from day one
On-call Support & 1:1s
- When needed, be part of the on-call rotation outside office hours to ensure users always receive support.
- When needed, support our users with 1:1 sessions
You’re motivated to work in a fast-paced, international startup environment. Your values align with OpenUp’s mission: openness to cultural diversity, genuine motivation to help others, and a long-term orientation for finding lasting solutions. You thrive in a dynamic, growing team where no two days are the same and are passionate about leveraging data insights and technology to improve processes and enhance service quality. Next to that:
- Medical degree or Master’s degree in Psychology
- 5-10 years of experience as a self-employed practitioner, or in health-care operations, business partner, or leadership roles.
- Preferably experience in fast-paced or tech-driven environments, with a track record of improving processes, managing teams, and driving operational excellence.
- Based in the Netherlands and fluent in Dutch and English
- Solid business knowledge and understanding of commercial principles.
- Strong data and analytics mindset, confident in leveraging insights to drive decisions.
- Highly tech-oriented and innovative, eager to explore digital tools and leverage AI-driven solutions to improve processes.
- Clinical foundation combined with a practical, solution-focused mindset
- Comfortable working with different professional profiles and cultures
- Strong communication skills, you can translate clinical insight into clear, supportive guidance
- Self-started and entrepreneurial mindset with a high degree of flexibility and adaptability.
- Energised about simplifying complexity
- Organized, proactive and able to juggle different responsibilities
- Calm and reliable in complex or urgent situations
Joining OpenUp means being part of a fast-growing company that's doing something meaningful. You'll work with a diverse and international team. We like to have fun together with a lot of team building activities like our weekly ‘borrels’ and after work sport classes, the yearly ski-trip and our Padel tournament. Which makes our work fun, challenging and dynamic. Apart from this, we offer:
- Yearly development budget of €1500.
- Company wide training programs.
- Daily healthy and vegetarian lunch at our office.
- Flexible work model (hybrid and options for remote work).
- Monthly drinks and company wide summer fest and other fun activities.
- 27.5 vacation days per year.
- Free and unlimited access for you and your family to all our products, including our psychologists.
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