Community Lead
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Job Description
Community Lead at Clearly, focusing on user activation and retention in mental health therapy. Managing user interactions across various communication channels to ensure high engagement and satisfaction.
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.
Requirements:
- 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.
Benefits:
- 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
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