Customer Care Systems Lead - Remote

Overview

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

In Short

• Lead end to end technical projects that enhance our CX platforms.
• Work with vendors and internal stakeholders to maximize existing tools and implement/integrate new tools.
• Oversee daily operations of the CX team’s tech stack.
• Own the design, configuration, and maintenance of our systems and integrations.
• Prioritize and resolve system issues using data.
• Implement and automate workflows within and across systems.
• Support initiatives to enable customers to self-serve.
• Represent the CX team on cross-functional initiatives.
• Support enablement team to drive tool adoption.

Requirements

• 3+ years in a CX environment with strong understanding of CX metrics, processes, and tools.
• Experience with tools like Zendesk, MaestroQA, Playvox, Forethought.
• Experience running CX integration projects or implementing technical solutions.
• Passion for technology and optimizing tools.
• Experience translating business requirements into solutions.
• Ability to thrive in ambiguity and drive towards outcomes.
• Analytical and creative problem solver.
• Structured approach to solving problems.
• Motivated by making an impact on mental healthcare.

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development