Our mission: to eliminate every barrier to mental health.
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.
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, J.P. Morgan Chase, 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, William K Warren Foundation, 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
The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Databaseat minimum to ensure competitive and fair pay.
Benefits provided by Spring Health:
Note: We have even more benefits than listed here 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 Medicalaccounts 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, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
- Access toWellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
- Access to BrightHorizons, 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.
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace
To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.
Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values
Our privacy policy: https://springhealth.com/privacy-policy/
Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.
