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Manager, Care Support ID-10715

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

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Part-Time

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

We are looking for a Care Support Manager to support our growing Care Support team! The Care Support (CS) team exists to ensure members and clinicians are incredibly satisfied with the Spring Health platform and experience. The team’s primary responsibilities include responding to member and clinician questions and needs (email, chat, phone), executing patient documentation items, providing benefits and billing clarifications, and troubleshooting platform access issues. The Care Support Manager is a resourceful, process-oriented, data-driven leader excited about building a high-quality support team. This role reports to the Associate Director, Care Support. This is a full time position that is fully remote.

What you’ll be doing:

  • Lead day-to-day operations of the Care Support team, including managing a growing team of Team Leads to support rapidly expanding business needs

  • Design and implement best-in-class customer support policies and procedures to measure success

  • Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a patient-first mentality

  • Coordinate regularly with the Product team to implement innovative solutions to existing problems

  • Build documentation for ease of educating internal teams on CS processes/knowledge, as well as onboarding new CS Coordinators

  • Build and maintain Zendesk reporting and dashboards + track team performance and convey key product gaps to leadership

What success looks like in this role:

  • Maintaining team performance key areas like:

    • Member/Provider/Customer/Employee satisfactionProductivityQuality Assurance

  • Achievement of team goals and responsibilities, with a focus on continuous improvement and excellence

  • Effective cross-functional collaboration resulting in the execution of strategic initiatives and improvements in Care Support operations

  • Improving support interaction workflows, and associated response and resolution times

  • Project completion within scoped timelines

What we expect from you:

  • Documented experience thriving in an operations management role, showcasing expertise in achieving and surpassing build and tracked KPIs.

  • Exceptional problem-solving skills, with the ability to creatively address complex challenges.

  • Strong leadership acumen, empowering the team to excel and develop.

  • Excellent communication skills, both empathetic and effective, for interaction across all levels of the organization.

  • Self-motivated with a proven track record of autonomously managing targets.

  • Proficient in data analysis and interpretation for informed decision-making

  • Proactive approach to project management

  • Highly process-oriented and expert working knowledge of Zendesk or other ticketing systems

  • Ability to thrive in a fast-paced and high-pressure environment

  • Humility, resourcefulness, directness, ambition, professionalism

  • Internal candidates: must have a consistent record of meeting or exceeding performance expectations and maintaining positive working relationships within the company

  • Bonus: Experience working within a healthcare hypergrowth environment 

 

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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