Customer Support Specialist CZ 🇨🇿 (6h směny, proaktivní volání)

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.