Manager, Platform Support

Spring Health; New York (NY); Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Professional development reimbursement

Paid time off

Job summary

Spring Health is seeking a Manager, Platform Support to lead a frontline team delivering member and provider support. You will drive performance across productivity, quality, and satisfaction while collaborating with Product, Engineering, and Clinical Operations.

This full-time remote role reports to the Senior Manager, Platform Support, with occasional travel for events. You will ramp quickly, coach staff, and translate complex operations into clear frontline execution.

Qualifications

• 5–8+ years in operations, customer support, or healthcare administration.
• 2–4+ years of direct people-management experience leading frontline teams.
• Hands-on experience with technical support, triage, and escalation workflows.

Responsibilities

• Lead the day-to-day delivery of frontline member and provider support with empathy and accuracy.
• Oversee a broad range of workflows including login issues, navigation, and troubleshooting.
• Triage, escalate, and coordinate with engineering, product, and clinical teams as needed.
• Drive metrics on productivity, quality, resolution time, and satisfaction.
• Coach and develop team members; set clear expectations and accountability.
• Coordinate adoption of new tools, policies, and workflows with cross-functional partners.
• Identify process improvements to reduce handoffs and friction in workflows.
• Spearhead structured performance management, including regular feedback and development.
• Maintain strong collaboration with Platform Support leadership and other teams.

Skills

People management

Frontline support

Technical troubleshooting

SOPs & escalations

Zendesk

Cross-functional liaison

Tools

Zendesk

CRM systems

Job description

Our mission: eliminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

We’re looking for a Manager, Platform Support to directly lead a frontline team delivering services within our Platform Support organization. As a deeply member-first organization, we believe responsive, empathetic, and accurate support is essential to helping both members and providers successfully navigate our platform and access care.

This role requires an agile, highly adaptable leader who can ramp rapidly, develop fluency across a broad and evolving range of systems and workflows, and translate operational complexity into clear frontline execution. You will support the broader Platform Support strategy while remaining closely engaged in your team’s queue health, performance, escalations, and day-to-day service delivery. This is a full-time remote position, reporting to the Senior Manager, Platform Support. Occasional travel may be required for company or team events/meetings.

What you’ll do:

• Lead the day-to-day delivery of frontline member and provider support, ensuring every interaction is responsive, empathetic, accurate, and aligned with service expectations.

• Ensure your team effectively handles a broad range of support workflows, including:

  • Basic technical support and troubleshooting

  • Account access and login issues

  • Platform navigation and general “how-to” questions

  • Intake and initial investigation of reported issues

  • Identification of known issues and application of established resolutions

  • Triage and escalation to specialized operational, technical, clinical, or product teams

  • Provider-facing platform and workflow support in partnership with Provider Success

• Drive team performance across productivity, quality, resolution time, escalation accuracy, satisfaction, and other key operational metrics.

• Set clear expectations, reinforce accountability, and foster a culture of advocacy, adaptability, ownership, curiosity, and follow-through.

• Regularly review employee performance and provide hands-on coaching to strengthen knowledge, confidence, judgment, and execution across an evolving scope of work.

• Lead structured performance management, including goal setting, ongoing feedback, recognition and development of top talent, and timely action to address performance gaps.

• Prepare the team to adopt new products, tools, policies, and workflows by translating changes into clear expectations, coaching, and consistent frontline execution.

• Identify opportunities to improve efficiency, increase appropriate frontline resolution, reduce unnecessary handoffs, and address friction in member and provider support workflows.

• Partner cross-functionally with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to surface trends, resolve issues, and improve the overall support experience.

What success looks like in this role:

• Sustained achievement of productivity, adherence, and quality benchmarks, with clear goals, meaningful performance differentiation, and timely resolution of underperformance.

• Sustained achievement of satisfaction targets across the team’s member- and provider-facing interactions, as measured by survey results.

• Strong frontline engagement, retention, and employee development, as measured by survey results and qualitative feedback.

• Consistent weekly achievement of response- and resolution-time SLAs across the team’s workflows.

• Strong partnership and proactive coordination with Platform Support leadership, Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other operational teams.

• Assigned projects, change initiatives, and operational deliverables completed on time and to defined standards.

What you’ll bring:

• 5–8+ years of total professional experience in operations, customer support, technical support, healthcare administration, or related fields.

• 2–4+ years of direct people-management experience, with a proven track record of leading frontline support employees in a fast-paced or high-growth environment.

• Hands-on experience leading teams responsible for technical support, troubleshooting, intake, triage, and escalation workflows.

• Demonstrated ability to quickly understand unfamiliar issues, determine the appropriate path to resolution, and distinguish between work that should be resolved within the team and work requiring specialized support.

• Experience leading teams through high ticket volumes, frequent context switches, shifting priorities, and a broad range of issue types.

• Proven ability to onboard, coach, and develop newer or earlier-career employees through clear expectations, structured feedback, and accessible guidance.

• Proven commitment to delivering empathetic, responsive, and effective support to multiple audiences.

• Demonstrated ability to quickly absorb complex technology, internal systems, workflows, and evolving business models.

• Hands-on familiarity with modern contact-center tools and customer-service platforms, such as Zendesk, Zendesk Phone, omnichannel routing, and related communication tools.

• Experience coaching teams to consistently follow established SOPs, troubleshooting resources, decision trees, and escalation standards.

• Strong organizational skills, with a track record of holding yourself and others accountable to timelines while implementing operational changes.

• Demonstrated ability to move quickly and decisively without sacrificing accuracy, empathy, or thoroughness.

Nice to have:

• Experience in digital health, healthcare technology, SaaS, or another high-growth environment.

• Experience supporting both consumers and business partners, such as healthcare providers or practitioners.

• Demonstrated success partnering with technical, product, provider-facing, clinical, or operational teams to resolve issues and improve workflows.

• Hands-on experience with WFM capacity planning, scheduling, forecasting, queue management, and SLA ownership in high-volume operational environments.

• Experience improving resolution, escalation accuracy, self-service capabilities, or contact reduction at scale.

• Familiarity with incident-management, bug-reporting, or technical-escalation processes.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer sponsored 401(k) match of up to 2% for retirement planning

• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• We offer competitive paid time off policies including vacation, sick leave and company holidays.

• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access toWellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care

• Up to $1,000 Professional Development Reimbursement a year.

• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.