Manager, Platform Support

🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $97.000 - $113.500 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Spring Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🛡️ Seguros

🏥 Saúde

Consulting • Insurance • Healthcare

A Spring Health é uma solução abrangente de saúde mental projetada para empregadores e planos de saúde. Utiliza o Atendimento de Saúde Mental de Precisão para oferecer suporte personalizado ao combinar indivíduos com o atendimento adequado, seja suporte digital, exercícios de meditação, coaching, terapia ou medicação. Ao fazer parcerias com organizações líderes, a Spring Health visa melhorar a acessibilidade e os resultados de saúde mental, reduzir a rotatividade de funcionários e aumentar a produtividade. Confiada por mais de 4. 500 organizações, a empresa fornece uma abordagem baseada em evidências que comprovadamente oferece resultados clínicos e financeiros positivos.

Descrição

• Lead day-to-day frontline member and provider support delivery • Ensure the team handles technical support, troubleshooting, account access, login issues, platform navigation, how-to questions, issue intake, investigation, known-issue resolution, triage, and escalation • Partner with Provider Success on provider-facing platform and workflow support • Drive productivity, quality, resolution time, escalation accuracy, satisfaction, and other operational metrics • Set expectations, reinforce accountability, and foster advocacy, adaptability, ownership, curiosity, and follow-through • Review employee performance and provide hands-on coaching • Lead performance management, including goal setting, feedback, recognition, talent development, and addressing performance gaps • Prepare the team to adopt new products, tools, policies, and workflows • Identify efficiency improvements, increase appropriate frontline resolution, reduce unnecessary handoffs, and address workflow friction • Partner with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to surface trends, resolve issues, and improve support • Deliver productivity, adherence, quality, satisfaction, engagement, retention, development, response-time, and resolution-time targets • Complete assigned projects, change initiatives, and operational deliverables on time • Report to the Senior Manager, Platform Support

🎯 Requisitos

• 5–8+ years of total professional experience in operations, customer support, technical support, healthcare administration, or related fields • 2–4+ years of direct people-management experience leading frontline support employees in a fast-paced or high-growth environment • Hands-on experience leading teams responsible for technical support, troubleshooting, intake, triage, and escalation workflows • Ability to quickly understand unfamiliar issues, determine the appropriate path to resolution, and distinguish team-resolvable work from work requiring specialized support • Experience leading teams through high ticket volumes, frequent context switches, shifting priorities, and broad issue types • Ability to onboard, coach, and develop newer or earlier-career employees • Commitment to empathetic, responsive, and effective support for multiple audiences • Ability to absorb complex technology, internal systems, workflows, and evolving business models • Familiarity with modern contact-center tools and customer-service platforms, such as Zendesk, Zendesk Phone, omnichannel routing, and related communication tools • Experience coaching teams to follow SOPs, troubleshooting resources, decision trees, and escalation standards • Strong organizational skills and accountability to timelines while implementing operational changes • Ability to move quickly and decisively without sacrificing accuracy, empathy, or thoroughness • Nice to have: experience in digital health, healthcare technology, SaaS, or another high-growth environment • Nice to have: experience supporting consumers and business partners such as healthcare providers or practitioners • Nice to have: experience partnering with technical, product, provider-facing, clinical, or operational teams • Nice to have: WFM capacity planning, scheduling, forecasting, queue management, and SLA ownership experience • Nice to have: experience improving resolution, escalation accuracy, self-service capabilities, or contact reduction at scale • Nice to have: familiarity with incident-management, bug-reporting, or technical-escalation processes

🏖️ Benefícios

• Health, Dental, and Vision benefits starting on the first day • One Medical accounts • HSA and FSA plans, with Spring contributing up to $1,000 for HSAs depending on plan type • Employer-sponsored 401(k) match of up to 2% • Yearly allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and dependents • Competitive paid time off, including vacation, sick leave, and company holidays • Parental leave after 6 months: 18 weeks for birthing parents and 16 weeks for non-birthing parents • Noom weight management program • Fertility care support through Carrot and $4,000 reimbursement for related fertility expenses • Wellhub subscription for fitness, mindfulness, nutrition, and sleep • BrightHorizons sponsored child care, backup care, and elder care • Up to $1,000 annual professional development reimbursement • $200 annual donation matching • Equity

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