Director of Support

Overview

Overview We’re looking to hire a Head of Support to stand-up and oversee a new support function. Currently, we manage support through in house resourcing and a BPO. You’ll be taking this over and helping build out this team, putting the right processes in place, and interacting with our product team to ensure we build this function for scale. This is a ground level opportunity at a fast growing start-up! Who You Are You love business process and are motivated to think through the challenges of a support organization, particularly driven by what the customer needs to feel a seamless experience. You have experience overseeing and building out a support organization at scale, and successfully managing front line operational employees. You recognize that our support organization is much smaller than what you’re used to, but that’s exciting, because you get to take a stab at building it out from the ground up. You want executive level visibility and want to be an essential member of our growing team. Most importantly, you’re excited to help us bring our vision to life and make an impact on millions of people with behavioral health challenges, while working on a supportive, collaborative, hard-working team. What you and your team will be doing • Oversee our customer support function for patients and providers • Build and improve internal processes to save time and remove friction for our key external stakeholders • Manage BPO(s) to ensure they are meeting negotiated SLAs and providing the best customer experience possible • Own BPO contract negotiations and ensure rates and SLAs are receiving the proper pressure and incentives • Hiring, managing and developing a team that provides leverage to the support function as needed • Above all - acting like an owner and constantly solving problems to grow the business as fast as possible while maintaining a great experience for patients and providers What We’re Looking For • Strategic problem solver: able to identify the root cause of a problem, prioritize how urgent/important it is, structure the key elements and exercise sound judgement in solving it • Process builder / manager: loves building structure and order from chaos, able to build scalable, efficient solutions to complex problems, competent at managing and improving process on an ongoing basis • Analytical and data driven: highly attentive to detail and obsessed with optimizing how we use data to thoroughly understand and optimize the business • Mission-oriented: Passion for a mission-driven company focused on disrupting an industry to help patients heal • Strong communicator: A natural communicator who can break down process into fine details but also pull up and communicate at the executive level • Eager to get going: Entrepreneurial spirit & and willingness to hustle and get your hands dirty; Desire to operate in fast-paced, sometimes ambiguous environment • Relevant experience: Demonstrated experience overseeing a support function in a high growth environment • People leader: Experience with people management in an operational setting Benefits: • Comes with equity at a series A start-up • Benefits (Healthcare, vision, dental) • 401(k) 3% employer contribution no matter what you invest • Remote role • Technology Stipend (Macbook, keyboard, monitor, etc.)

Benefits

Company

This company was started to be the advocate for clients and providers. For Providers, we allow you to focus on doing what you love by handling all of the billing, credentialing, marketing, and administrative duties. For clients, we make it easy to find a world class mental health provider that’s covered by their insurance. If you're passionate about customer service and mental health, we'd love to hear from you!