Manager, Platform Support

Springhealth; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Springhealth is seeking a dedicated leader to ramp quickly, build fluency across evolving systems, and translate complexity into frontline execution. This fully remote role reports to the Senior Manager, Platform Support, with occasional travel for events.

You will lead day-to-day frontline member and provider support, drive performance metrics, coach teams, manage escalations, and partner with cross-functional teams to enhance the overall support experience.

Responsibilities

• Lead day-to-day frontline member/provider support, ensuring responsive, empathetic, accurate service.
• Oversee a broad range of support workflows including technical issues, login problems, and how-to questions.
• Manage intake, initial investigation, and resolution of reported issues.
• Identify known issues and apply established resolutions to streamline work.
• Triage and escalate to specialized operational, technical, clinical, or product teams.
• Provide provider-facing platform support in partnership with Provider Success.
• Drive team performance across productivity, quality, and resolution time metrics.
• Set expectations, reinforce accountability, and foster advocacy and ownership.
• Regularly review performance and coach staff to strengthen knowledge and judgment.
• Lead performance management: goals, feedback, recognition, and development.
• Prepare teams to adopt new tools and workflows with clear guidance.
• Identify efficiency gains and reduce unnecessary handoffs in workflows.
• Collaborate with Provider Success, Product, Engineering, IT, Clinical Ops, and Workforce Management to surface trends and improve support.

Skills

Leadership

Coaching & development

Operational excellence

Customer support leadership

Cross-functional collaboration

Performance metrics

Agile / adaptable

Escalation management

Job description

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.