Customer Support & Operations Specialist

Conditions

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OpenUp is Hiring

Job Info:

• Company OpenUp
• Position Customer Support & Operations Specialist
• Location Amsterdam
• Source Greenhouse
• Published March 20, 2026
• Category Customer
• Type Full-Time

Who we are

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.

About the job

This is a role for someone who gets energy from both people and systems. You’ll be the warm first point of contact for end users navigating everyday mental health challenges, and at the same time, you’ll be the operational backbone of how we serve our small business clients. Half of your time, you’re supporting individuals: listening, guiding, connecting people to the right resources, and fostering an engaged community on our platform. The other half, you’re building and improving the systems that make that support scalable: managing B2B queries, setting up ticketing infrastructure, and shaping the way we operate for our small accounts. This is a hands-on builder role. You won’t just run the process, you’ll design it.

What you’ll do

End-user support (~40%)

• Be the first point of contact for users reaching out via phone, chat, or email, offering a warm welcome and clear guidance.
• Answer platform and product questions, troubleshoot basic technical issues, and connect users with the right resources.
• Support individuals with everyday challenges by listening, offering practical advice, and linking them to relevant OpenUp services.

Small business operations (~40%)

• Be the operational lead for all incoming B2B requests from small accounts, ensuring fast, clear, and consistent handling.
• Shape and build our operational model for small accounts: create the structure, define the workflows, and bring it to the next level.
• Maintain the systems we use for support ticketing, ensuring nothing falls through the cracks.
• Build an online knowledge hub together with our other Support Specialist to automate and scale our support function further.
• Act as the bridge between OpenUp, referral institutions, and users, keeping communication smooth and coordinated.

Cross-functional collaboration (~20%)

• Support the Customer Success team with transactional queries and HR-related inbound requests.
• Collaborate with the Product team to translate user feedback into improvements.
• Collect and update FAQs based on real interactions, keep them alive and useful.
• Analyse trends in support data to improve service quality and user engagement.

This is not a pure support role. You’ll own the operational infrastructure for a whole segment of our client base. If you like building things, making them run better, and doing it with genuine care for the people on the other end — this is for you.

About you

• Fluency in English and Dutch (both essential).
• A BA degree in a people or business-related field HR, Psychology, Business, Behavioral Science, Social Work, or similar.
• Proven experience in customer support, with solid understanding of processes, tools, and workflows.
• A systems mindset: you think in structures, spot inefficiencies, and enjoy building things that scale.
• Comfortable managing multiple streams of work simultaneously without losing quality or warmth.
• Strong written and verbal communication, you adapt your tone whether you’re speaking to an anxious employee or a busy HR manager.
• Experience building or managing knowledge bases, ticketing systems, or operational workflows is a strong plus.
• Genuine curiosity about AI and how it can improve support, we’re actively building in this direction.
• Background in HR, employee wellbeing, or preventive care is a plus.

What you can expect 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:

• €1500 annual personal development budget
• ClassPass: OpenUp contributes towards your classpass membership
• Monthly home internet/phone contribution (50EUR)
• Daily healthy and vegetarian lunch at our office.
• Regular office yoga, meditation classes or breathing exercises
• 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.

Next steps Excited about this role at OpenUp? We love to learn more about you. Send us your application (in English) through our website and we will be in touch with you soon. Do you have any questions? You can look at our frequently asked questions. Is it not answering your questions or you have a comment? Please don't hesitate to contact our Talent Acquisition Specialists. At OpenUp, everyone is welcome to apply - regardless of color, age, gender, nationality or any other label. We embrace what makes you unique and we believe that a diverse team is crucial to success. If you are ready to OpenUp, join us! We may use artificial intelligence (AI) tools to streamline parts of our recruitment process. These tools assist our recruitment team but do not replace human judgement. All hiring decisions are made by humans. If you would like more information about how we use AI in the process, please contact us.

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