deaa6ad2-d184-436b-b69e-17f761da1d94 - 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, with a proven track record of 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. • Demonstrated ability to quickly understand unfamiliar issues, determine the appropriate path to resolution, and distinguish between work that should be resolved within the team and work requiring specialized support. • Experience leading teams through high ticket volumes, frequent context switches, shifting priorities, and a broad range of issue types. • Proven ability to onboard, coach, and develop newer or earlier-career employees through clear expectations, structured feedback, and accessible guidance. • Proven commitment to delivering empathetic, responsive, and effective support to multiple audiences. • Demonstrated ability to quickly absorb complex technology, internal systems, workflows, and evolving business models. • Hands-on 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 consistently follow established SOPs, troubleshooting resources, decision trees, and escalation standards. • Strong organizational skills, with a track record of holding yourself and others accountable to timelines while implementing operational changes. • Demonstrated ability to move quickly and decisively without sacrificing accuracy, empathy, or thoroughness. • Experience in digital health, healthcare technology, SaaS, or another high-growth environment. • Experience supporting both consumers and business partners, such as healthcare providers or practitioners. • Demonstrated success partnering with technical, product, provider-facing, clinical, or operational teams to resolve issues and improve workflows. • Hands-on experience with WFM capacity planning, scheduling, forecasting, queue management, and SLA ownership in high-volume operational environments. • Experience improving resolution, escalation accuracy, self-service capabilities, or contact reduction at scale. • Familiarity with incident-management, bug-reporting, or technical-escalation processes.
Responsibilities
• Lead the day-to-day delivery of frontline member and provider support, ensuring every interaction is responsive, empathetic, accurate, and aligned with service expectations. • Ensure your team effectively handles a broad range of support workflows, including: • Basic technical support and troubleshooting • Account access and login issues • Platform navigation and general “how-to” questions • Intake and initial investigation of reported issues • Identification of known issues and application of established resolutions • Triage and escalation to specialized operational, technical, clinical, or product teams • Provider-facing platform and workflow support in partnership with Provider Success • Drive team performance across productivity, quality, resolution time, escalation accuracy, satisfaction, and other key operational metrics. • Set clear expectations, reinforce accountability, and foster a culture of advocacy, adaptability, ownership, curiosity, and follow-through. • Regularly review employee performance and provide hands-on coaching to strengthen knowledge, confidence, judgment, and execution across an evolving scope of work. • Lead structured performance management, including goal setting, ongoing feedback, recognition and development of top talent, and timely action to address performance gaps. • Prepare the team to adopt new products, tools, policies, and workflows by translating changes into clear expectations, coaching, and consistent frontline execution. • Identify opportunities to improve efficiency, increase appropriate frontline resolution, reduce unnecessary handoffs, and address friction in member and provider support workflows. • Partner cross-functionally with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to surface trends, resolve issues, and improve the overall support experience. • Sustained achievement of productivity, adherence, and quality benchmarks, with clear goals, meaningful performance differentiation, and timely resolution of underperformance. • Sustained achievement of satisfaction targets across the team’s member- and provider-facing interactions, as measured by survey results. • Strong frontline engagement, retention, and employee development, as measured by survey results and qualitative feedback. • Consistent weekly achievement of response- and resolution-time SLAs across the team’s workflows. • Strong partnership and proactive coordination with Platform Support leadership, Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other operational teams. • Assigned projects, change initiatives, and operational deliverables completed on time and to defined standards.
Benefits
• Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria. • Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical https://www.onemedical.com/membership/ accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type. • Employer sponsored 401(k) match of up to 2% for retirement planning • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents. • We offer competitive paid time off policies including vacation, sick leave and company holidays. • At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents. • Access to Noom https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals. • Access to fertility care support through Carrot https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses. • Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription • Access to BrightHorizons https://www.brighthorizons.com/, which provides sponsored child care, back-up care, and elder care • Up to $1,000 Professional Development Reimbursement a year. • $200 per year donation matching to support your favorite causes. • Not sure if you meet every requirement? Research shows https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907 that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive https://www.springhealth.com/careers. If this role excites you, we encourage you to apply. • Our privacy policy: https://springhealth.com/privacy-policy/
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