Manager, Platform Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of frontline member and provider support delivery.

• Ensure the team addresses technical support, troubleshooting, account access, login issues, platform navigation, how-to inquiries, issue intake, investigation, known-issue resolution, triage, and escalation.

• Collaborate with Provider Success to enhance provider-facing platform and workflow support.

• Promote productivity, quality, resolution time, escalation accuracy, satisfaction, and other operational metrics.

• Establish expectations, reinforce accountability, and encourage advocacy, adaptability, ownership, curiosity, and follow-through.

• Evaluate employee performance and provide hands-on coaching.

• Lead performance management, encompassing goal setting, feedback, recognition, talent development, and addressing performance gaps.

• Equip the team for the adoption of new products, tools, policies, and workflows.

• Identify efficiency enhancements, increase appropriate frontline resolutions, minimize unnecessary handoffs, and address workflow friction.

• Partner with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to identify trends, resolve issues, and enhance support.

• Achieve targets for productivity, adherence, quality, satisfaction, engagement, retention, response time, and resolution time.

• Complete assigned projects, change initiatives, and operational deliverables punctually.

• Report directly to the Senior Manager, Platform Support.

⛳️ Requirements

• 5–8+ years of overall professional experience in operations, customer support, technical support, healthcare administration, or related fields.

• 2–4+ years of direct people-management experience leading frontline support staff in a dynamic or high-growth setting.

• Practical experience in leading teams responsible for technical support, troubleshooting, intake, triage, and escalation workflows.

• Ability to rapidly grasp unfamiliar issues, determine the correct path to resolution, and differentiate between team-resolvable tasks and those needing specialized support.

• Experience managing teams during high ticket volumes, frequent context shifts, changing priorities, and diverse issue types.

• Capability to onboard, coach, and cultivate newer or early-career employees.

• Dedication to providing empathetic, responsive, and effective support for various audiences.

• Proficiency in absorbing complex technology, internal systems, workflows, and evolving business models.

• Familiarity with contemporary contact-center tools and customer-service platforms, such as Zendesk, Zendesk Phone, omnichannel routing, and related communication tools.

• Experience coaching teams to adhere to SOPs, troubleshooting resources, decision trees, and escalation standards.

• Strong organizational skills with accountability to timelines while implementing operational changes.

• Ability to act swiftly and decisively without compromising 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 collaborating 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 enhancing 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.