Manager, Platform Support

🔥 30 minutes ago

🇺🇸 United States – Remote

💵 $97k - $113.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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