Customer Support & Success Manager

About the Role

One of our first five hires. You will be the frontline voice of Onwynd — handling user issues, onboarding, retention, and satisfaction across chat, email, and social DMs. In our early stage this role is intentionally broad: you will also assist with social media community management and operational communications. As we grow, the role will split into dedicated support and success functions.

Responsibilities

• Respond to user enquiries across email, in-app chat, WhatsApp, and social media DMs
• Onboard new users and institutional partners — guide them to their first meaningful outcome
• Proactively reach out to at-risk users (low engagement, cancelled subscriptions) with retention touchpoints
• Triage, escalate, and track bugs and feedback to the product and engineering team
• Manage community engagement on social channels (in collaboration with Social Media Manager)
• Write and maintain help centre articles, FAQs, and onboarding documentation
• Monitor CSAT, response time, and churn metrics; report weekly to founders

Qualifications

• 2+ years in customer support, customer success, or community management
• Empathetic communicator with excellent written English
• Comfortable managing high-volume conversations across multiple channels simultaneously
• Basic familiarity with support tools (Intercom, Freshdesk, Crisp, or similar)
• Genuine interest in mental health, wellness, or healthcare
• Experience with a consumer app or subscription product is a strong advantage