Experts Team Lead

About Open Up  At Open Up, 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.
Open Up is ranked in the Top 3 on Linked In’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.
About the role  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.
What you will do   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 Open Up’s services, experts, and value proposition.
Use data and insights to support customer conversations, highlight impact, and demonstrate value across Open Up’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…