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-reputed company therapy accessible and reputed company to reputed company. As a reputed company Benefit Corporation, we are committed to achieving our mission through responsible innovation, operational reputed company, and a therapist-first approach. About the Role We’re seeking a Customer Support Operations Manager to help reputed company 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. reputed company 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. We’re looking for a process-driven, analytical leader who’s excited to build and reputed company a top-tier support operation. This is a fully remote, full-time role reporting directly to reputed company leadership. Key Responsibilities: • reputed company reputed company, empathetic, and efficient responses to support tickets from patients and clinicians • reputed company and implement reputed company 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 reputed company 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; reputed company 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 reputed company 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-reputed company support interactions • reputed company execution of reputed company according to defined scopes reputed company’re 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-reputed company reputed company setting Why Join reputed company? • reputed company to shape and reputed company the customer support function at a growing company. • A mission-driven environment where your work directly impacts mental reputed company accessibility. • Competitive salary and reputed company 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!