Therapist Support Operations Manager

Summary

Join Rula as our Therapist Support Operations Manager and lead our Tier 3 Therapist support team, ensuring an effortless client experience. You will leverage your communication, operations, and data analysis skills to exceed KPIs/SLAs, build scalable processes, and collaborate cross-functionally. This vital role contributes to Rula's growth and scalability. We prioritize camaraderie, support, and urgency. The position requires significant experience in support management and data analysis, along with expertise in project management and cross-functional collaboration. We offer a 100% remote work environment and a comprehensive benefits package, including health insurance, retirement plan, generous time off, parental leave, and various wellness initiatives.

Requirements

• 5+ years of experience in support, with at least 3 years of experience managing support-centric teams and owning customer support-specific OKRs
• Experience in collecting, analyzing, and utilizing various types of data to inform decisions and to understand and improve CSAT/DSAT
• Skillfulness in project managing large and unique cross-functional initiatives end-to-end
• Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes
• Experience building and mapping processes for scale and developing workflows independently

Responsibilities

• Manage and expand Rula’s Central Support team
• Lead the Tier 3 Therapist support team in providing an effortless client experience
• Leverage communication, operations, and data analysis skills to exceed KPIs/SLAs
• Build out processes for scale
• Partner cross-functionally across the organization to improve user experience

Preferred Qualifications

• Experience in a start-up environment
• Previous exposure in healthcare or mental health industry, particularly with provider populations understanding provider needs
• Experience with multi-channel support teams (phone, email, chat)
• Strong knowledge of CRM systems (i.e. Zendesk, Salesforce) and/or similar tools that enable support teams to be successful

Benefits

• 100% remote work environment: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
• Attractive pay and benefits : Full transparency of pay ranges regardless of where you live in the United States
• Comprehensive health benefits : Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access : Start saving for your future
• Generous time-off policies : Including 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave : Available for all parents, including birthing, non-birthing, adopting, and fostering
• Employee Assistance Program (EAP) : Support for your mental and physical health
• New hire home office stipend : Set up your workspace for success
• Quarterly department stipend : Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns : Explore a variety of engaging topics
• Community and employee resource groups : Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
• Discounted programs : Fetch, SmartSpend, Ladder, SoFi