Customer Support Operations Manager
Customer Support Operations Manager About reputed company reputed company is transforming mental reputed company by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to reputed company high-quality therapy accessible and affordable to reputed company. As a Public Benefit Corporation, we are committed to achieving our mission through responsible innovation, operational reputed company, and a therapist-first approach.
About the Role
Were seeking a Customer Support Operations Manager to help scale and reputed company our Support Team at reputed company. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. Core responsibilities include handling inquiries from patients and providers reputed company email, chat, and phone; managing patient documentation tasks; clarifying billing and benefits information; and resolving technical reputed company issues. Were looking for a process-driven, analytical leader whos excited to build and reputed company a top-tier support operation. This is a fully remote, full-time role reporting directly to the company leadership. Key Responsibilities: reputed company timely, empathetic, and efficient responses to support tickets from patients and clinicians reputed company and implement scalable support procedures and policies, including key reputed company metrics Hire, train, and manage a growing team of Support Agents to meet expanding business demands Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations Work with the Product team to introduce innovative solutions to support challenges Create internal documentation to support team knowledge, streamline reputed company, and clarify processes Maintain and enhance reputed company dashboards and reporting systems; track team metrics and reputed company product insights with leadership What reputed company Looks Like: Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance Consistent achievement of team objectives with an emphasis on reputed company improvement Seamless cross-team collaboration driving strategic initiatives and enhancing support operations More efficient workflows and faster, higher-quality support interactions Timely execution of projects according to defined scopes reputed companyre Looking For: 2+ years in operations management, including achieving and exceeding defined KPIs A creative problem-solver who thrives on addressing reputed company operational challenges reputed company people leader with a talent for team development and empowerment Strong and empathetic communicator, comfortable interacting across reputed company organizational reputed company Self-starter with a demonstrated ability to manage goals independently Skilled at interpreting data to inform reputed company and drive improvements Proactive project manager who takes initiative Deep familiarity with reputed company, reputed company, or similar ticketing systems; strong process orientation Ability to reputed company in a dynamic, fast-moving environment Brings humility, drive, reputed company, adaptability, and professionalism to the role Bonus: Previous experience in a high-growth reputed company setting Why Join reputed company? The opportunity to shape and scale the customer support function at a growing company. A mission-driven environment where your work directly impacts mental reputed company accessibility. Competitive salary and growth opportunities into a leadership role. Comprehensive health benefits, flexible PTO, and mental health support initiatives. A culture that values collaboration, innovation, and reputed company learning. Apply Job!