Senior Manager, Support Operations

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $125k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Receptive Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Receptive Inc. is an online telehealth provider specializing in adult ADHD assessment, diagnosis, and treatment. It offers brief pre-screenings, comprehensive clinical evaluations by licensed mental health clinicians, and personalized care plans that may include therapy and medication management (including stimulant and non-stimulant options when clinically appropriate and permitted by state law). The platform provides secure, HIPAA-compliant video visits, prescription coordination, subscription-based ongoing care, and educational resources for adults seeking ADHD support across multiple U. S. states.

📋 Description

• Lead, coach, and develop Customer Support Managers • Establish expectations, decision rights, operating rhythms, accountability, collaboration, continuous learning, and trust • Own and scale support operations across Receptive’s telehealth brands • Serve as the operational subject matter expert for insurance-related support workflows • Establish playbooks, escalation paths, and ownership for verification of benefits, prior authorizations, claim denials, and payer information requests • Use service, quality, productivity, and client experience data for workforce planning, scheduling, coverage, and operational decisions • Establish quality assurance practices across email, chat, and phone support • Use support findings and trends to improve communications, identify training and process gaps, and reduce recurring issues • Own strategy and governance for Zendesk macros and internal knowledge resources • Identify and pilot AI, automation, intelligent routing, self-service, and other technologies while maintaining human oversight and healthcare privacy, security, compliance, and clinical boundaries • Serve as a senior escalation point • Strengthen cross-functional handoffs and feedback loops • Assess the support operating model and present prioritized improvement plans • Establish operating standards, priority workflows, escalation paths, cross-functional handoffs, and leadership rhythms • Improve visibility into service performance, workload, backlog, and recurring issues • Implement sustainable quality assurance, macro governance, knowledge-management practices, and appropriate AI, automation, or self-service solutions

🎯 Requirements

• 3–5 years of experience managing remote customer support or support operations in telehealth or another healthcare environment • Experience developing frontline managers • Experience preferably within a startup or rapidly scaling organization • Solid Zendesk experience, including workflows, macros, reporting, quality practices, and knowledge management • Demonstrated success building scalable support operations • Experience with electronic health record or electronic medical record systems; Healthie experience is a bonus • Strong working knowledge of healthcare insurance operations, including verification of benefits, prior authorizations, claim denials, and payer requests for additional information or documentation • Knowledge of healthcare compliance and appropriate handling of sensitive client and provider information • Experience evaluating or implementing AI, automation, self-service, or other support technologies is preferred • Excellent communication, change-management, problem-solving, and cross-functional leadership skills • Experience leading a seven-day support operation • Flexibility and judgment to address needs that may occasionally arise outside the typical schedule • Candidates based in the Eastern or Central time zones are preferred • Ability to work a typical Monday–Friday schedule

🏖️ Benefits

• Medical, dental, and vision coverage with generous employer contributions • 100% of the premium covered for an employee’s coverage • 401k with 4% employer match • Monthly wellness stipend • Annual L&D budget • Flexible time off • Company holidays • Paid parental leave • Remote-first work arrangement