Remote Platform Support Manager

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

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.