Customer Support Operations Manager - Remote

Overview

Allminds is transforming mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all.

In Short

• Seeking a Customer Support Operations Manager to scale the Support Team.
• Handle inquiries from patients and providers via email, chat, and phone.
• Manage patient documentation tasks and clarify billing information.
• Resolve technical access issues for users.
• Develop and implement scalable support procedures and policies.
• Hire, train, and manage a growing team of Support Agents.
• Collaborate with Clinical and Product teams to optimize operations.
• Create internal documentation to support team knowledge.
• Maintain Freshdesk dashboards and track team metrics.
• Report directly to company leadership.

Requirements

• 2+ years in operations management, achieving defined KPIs.
• Creative problem-solver for complex operational challenges.
• Experienced people leader with a talent for team development.
• Strong communicator, comfortable across all organizational levels.
• Self-starter with a demonstrated ability to manage goals independently.
• Skilled at interpreting data to inform decisions and drive improvements.
• Proactive project manager who takes initiative.
• Familiarity with Freshdesk, Zendesk, or similar ticketing systems.
• Ability to excel in a dynamic, fast-moving environment.
• Brings humility, drive, clarity, adaptability, and professionalism.

Benefits

• Opportunity to shape and scale the customer support function.
• Mission-driven environment impacting mental healthcare accessibility.
• Competitive salary and growth opportunities into leadership roles.
• Comprehensive health benefits, flexible PTO, and mental health support.
• Culture valuing collaboration, innovation, and continuous learning.