Platform Support Manager - Member/Provider Experience

Spring Health; Polska; Hybride; PLN 220 000 - 340 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) match

Therapist network access

Professional development

Résumé du poste

Spring Health is seeking a Manager, Platform Support to lead a frontline team delivering member and provider support across the platform. This full-time remote role reports to the Senior Manager, Platform Support, with occasional travel for events.

You will ramp quickly, develop fluency across systems, and guide the team through queue health, performance, escalations, and day-to-day service delivery. A background in operations and people management, plus experience with Zendesk and omnichannel

Qualifications

• 5–8+ years of total professional experience in operations, customer support, healthcare administration, or related fields.
• 2–4+ years of direct people-management experience, leading frontline support in fast-paced environments.
• Hands-on experience leading teams responsible for technical support, intake, triage, and escalation workflows.
• Experience with Zendesk and omnichannel routing, including performance metrics and SOP adherence.

Responsabilités

• Lead the day-to-day delivery of frontline member and provider support, ensuring interactions are responsive, empathetic, and aligned with service expectations.
• Manage a broad range of support workflows including technical troubleshooting, account access issues, and platform navigation.
• Triage and escalate to specialized operational, technical, clinical, or product teams.
• Drive team performance across productivity, quality, resolution time, satisfaction, and other metrics.
• Coach and develop team members, set expectations, and address performance gaps.

Connaissances

Operations leadership

People management

Frontline support

Customer service

Technical troubleshooting

SOP adherence

Cross-functional collaboration

Outils

Zendesk

Omnichannel routing

Zendesk Phone

SLA tracking

Description du poste

Spring Health is seeking a Manager, Platform Support to lead a frontline team delivering member and provider support across the platform. This full-time remote role reports to the Senior Manager, Platform Support, with occasional travel for events.

You will ramp quickly, develop fluency across systems, and guide the team through queue health, performance, escalations, and day-to-day service delivery. A background in operations and people management, plus experience with Zendesk and omnichannel