Support Operations Manager - Remote

Overview

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.

We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.

We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

About the Role

We are seeking a Support Operations Manager to oversee and expand our services, creating strong experiences for our users (patients, providers, etc). Joining our Customer Experience Operations department, this person will leverage their communication, cross-functional expertise, leadership, and data analysis skills to drive support-specific OKRs, KPIs, and SLAs out of a high-performing frontline support team. They will help build processes and workflows for scale, and improve collaboration between the different support team tiers. This role will be vitally important in the growth and scalability of Rula. We act with camaraderie, support, and a sense of urgency.

In Short

• Oversee and expand services in support operations
• Drive support-specific OKRs, KPIs, and SLAs
• Build processes and workflows for scale
• Improve collaboration between support team tiers
• 5+ years in frontline support management
• Experience with data analysis for decision making
• Project management of cross-functional initiatives
• Collaboration with diverse cross-functional partners
• Experience in a start-up environment preferred
• Knowledge of CRM systems like Zendesk or Salesforce

Requirements

• 5+ years of experience in frontline support
• 3+ years managing support-centric teams
• Experience in owning support-specific OKRs
• Proficient in data analysis
• Project management skills
• Ability to collaborate effectively
• Experience building processes for scale

Benefits

• 100% remote work environment
• Attractive pay and benefits
• Comprehensive health benefits
• 401(k) plan access
• Generous time-off policies
• Paid parental leave
• Employee Assistance Program (EAP)
• New hire home office stipend
• Quarterly department stipend
• Wellness events and lunch & learns