Remote Platform Support Manager

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

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.