LY Lawyers Pty Ltd

Community Lead

LY Lawyers Pty Ltd

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇸 Spain

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Job Level

Senior

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successinside salesretentionCRM hygieneKPI trackingsurvey designdata analysisexperimentationinsight synthesiscommunication
Soft skills
empathycommunicationanalytical mindsethigh emotional intelligencegood judgmentwarmthclaritystructurenon-pushy approachcomfort with targets