Therapist Support Operations Manager

August 16

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Our mission is to make mental healthcare work for everyone.

Teletherapy • Psychiatry • Therapy • Clinical Content • Clinical quality

201 - 500

Description

• We believe that mental health is just as important as physical health. • We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms. • We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being. • We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. • This person will be responsible for leading our Tier 3 Therapist support team in providing an effortless client experience as our services continue to evolve in the pursuit of our mission.

Requirements

• 5+ years of experience in support, with at least 3 years of experience managing support-centric teams • Experience in collecting, analyzing, and utilizing various types of data to inform decisions and to understand and improve CSAT/DSAT • Familiarity with process mapping, process optimization, and performance metrics • Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes. • Experience building processes for scale and developing workflows independently • Experience in a start-up environment • Previous exposure in healthcare or mental health industry, particularly with provider populations understanding provider needs • Experience with multi-channel support teams (phone, email, chat) • Strong knowledge of CRM systems (i.e Zendesk, Salesforce) and/or similar tools that enable support teams to be successful

Benefits

• 100% remote work environment from anywhere in the US • Competitive pay and benefits that don’t change based on location • Health benefits: medical, dental, vision, life, disability, and FSA/HSA • Access to our 401(k) plan • Generous time off policies, including 2 company-wide shutdown weeks each year (for most employees) to focus on self-care • Paid parental leave • Employee Assistance Program (EAP) • Stipend to ensure your home office sets you up for success • Quarterly department stipend for team building or in-person gatherings • Wellness events and lunch & learns spanning many topics