Support Manager

Bridge; Boulder (CO); On-site; USD 110,000 - 145,000; Full time

Benefits offered by this job

Equity

Hybrid work options

Competitive compensation

Job summary

Bridge is seeking a Partner Ops Support Manager to mature its partner support function as the company scales. You will design triage, escalation, tooling, and playbooks, then recruit and coach a team to keep live partners running smoothly.

This role blends operator mindedness with strategic build, reporting to the Partner Operations Lead. You will lead cross-functional collaboration across internal teams, optimize issue resolution, and leverage data to size and fix root causes, while maintaining

Qualifications

• 6-9 years in client success, support, or partner operations, including building or maturing a support/CS function.

Responsibilities

• Mature the partner support function and triage/escalation processes.
• Drive fast, reliable issue resolution with cross-functional coordination.
• Reduce recurring partner friction and implement root-cause fixes.
• Proactively monitor partner health and catch issues early using data.
• Ensure coordination and knowledge management with Account Management.

Skills

Partner Operations

Data analysis

Cross-functional

Communication

Process design

AI fluency

Tools

Pylon

HubSpot

Job description

Bridge is the fastest, most compliant way to scale insurance billing nationwide. We enable virtual care companies to go in-network nationally in as little as 30 days — without the operational lift. Our platform handles payer contracting, credentialing, real-time benefit verification, medical coding, claim submission, denial management, and compliance in a single integrated solution. Backed by leading investors including General Catalyst, Andreessen Horowitz, Thrive Capital, Khosla Ventures, Greenoaks, and Mischief, we're scaling rapidly.

The Role

The Partner Ops Support Manager will mature Bridge's partner support function and establish the team that runs it. You'll refine the triage, escalation, tooling, and playbooks, then hire and coach a team that keeps live partners running smoothly as Bridge scales. This role is ideal for a support/CS leader who's built or matured structures from an early phase, part operator, part builder, and part detective who spots issues before partners do. You'll report to the Partner Operations Lead.

Responsibilities

• Mature the partner support function - Mature Bridge's live-partner support operation: triage process, escalation paths, SLAs, tooling (Pylon/HubSpot), and documented playbooks.
• Drive fast, reliable issue resolution - Ensure live partners get a fast acknowledgement and a quick fix or answer, with clean coordination across internal teams.
• Reduce recurring partner friction - Turn issue patterns into root-cause fixes, drive the cross-functional changes that prevent recurrence, and make repeat-issue reduction a standing discipline for the team.
• Proactively monitor partner health and catch issues early - Build the monitoring systems so the team catches eligibility drops, service-flow gaps, and credentialing slowdowns before they become partner-facing — using data to size the issue and act on root cause.
• Ensure streamlined team coordination and knowledge management - Partner with Account Management on QBRs, telling the operational story of what's working and where we can improve. Ensure feedback loops so that Account Managers are aware of critical or ongoing issues. Know when to engage cross-functional teams, while actively finding ways to resolve recurring issues independently through a knowledge management process.

Requirements

• 6-9 years in client success, support, or partner operations, including experience standing up or materially maturing a support/CS function — building the triage, escalation, tooling, and playbooks yourself.
• You're an excellent communicator — clear, proactive, and empathetic. Partners and internal teams always know where things stand.
• You're highly organized and follow through relentlessly. You build systems so nothing falls through the cracks — for yourself and your team.
• You have strong pattern recognition and process-design instincts — you turn recurring problems into permanent fixes, not just resolved tickets.
• You're comfortable coordinating across teams and holding people accountable without formal authority.
• You're data-capable — you dig into data to investigate issues, size impact, and figure out what's actually going on, and you build the reporting your team runs on.
• You've built out CRM and ops tooling from scratch — triage processes, escalation paths, dashboards. Experience with Pylon and HubSpot is a plus.
• AI-fluent — you use AI to move faster on research, synthesis, and strategy, but you know when a decision calls for your own judgment.
• Familiarity with telehealth workflows, insurance billing, credentialing, or revenue cycle management is a plus.

Why Bridge?

• Own and build the support function behind Bridge's most important relationship — the day-to-day experience of the clinic partners we depend on to grow.
• Work at a company accelerating the adoption of virtual care to reduce costs and improve access to care — when more telehealth clinics run smoothly on insurance, more patients get affordable care. That's what you're contributing to every day.
• Rare build-and-lead role: you'll design the function from the ground up, then establish the team that runs it, with clear metrics and the autonomy to hit them.
• A role that grows with the function — we're building Partner Operations from the ground up, and you'll help define what it becomes.
• Competitive salary, benefits, and equity package. Given Bridge's funding and stage, we heavily value the potential upside from equity.

Pay Transparency

The estimated starting annual salary range for this position is $110,000-$145,000. The listed range is a guideline from Pave data, and the actual base salary may be modified based on factors including job-related skills, experience/qualifications, interview performance, and market data. Total compensation for this position may also include equity, sales incentives, and employee benefits.

Location

Our preference is towards individuals that can join us in-person in Boulder, CO. Our ideal weekly schedule is 3 days in-office and 2 days working remotely. Open to considering remote candidates with the right fit.