Remote Platform Support Manager | AI-native Healthtech

Spring Health; New York (NY); Remote; USD 97,000 - 114,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401(k) match

Parental leave

Professional development reimbursement

Noom access

Fertility care support

Wellhub access

BrightHorizons

Job summary

Spring Health is seeking a Manager, Platform Support to lead a frontline team delivering member and provider assistance. The role requires ramping quickly, fluency with multiple systems, and translating complexity into clear frontline execution.

You will drive performance metrics and collaborate across Provider Success, Product, Engineering, IT, and Clinical Operations. The position is fully remote, with occasional travel for events.

Qualifications

• 5–8+ years in operations, customer or healthcare support roles.
• 2–4+ years direct people-management experience.
• Hands-on leadership in technical support, intake, triage, and escalation workflows.
• Ability to understand unfamiliar issues and route to the right resolution.
• Experience handling high ticket volumes and fast-paced environments.
• Onboarding and developing junior staff with structured feedback.

Responsibilities

• Lead day-to-day frontline member and provider support delivery.
• Ensure a wide range of support workflows are handled effectively.
• Drive performance across productivity, quality, resolution time, and satisfaction metrics.
• Set clear expectations and foster accountability and ownership.
• Provide hands-on coaching to strengthen knowledge and judgment.
• Prepare the team for new products and policy changes.

Skills

People management

Operational leadership

Technical support workflows

Onboarding & coaching

SOPs & escalation

Empathy in support

Organization & accountability

Cross-functional collaboration

Tools

Zendesk

Zendesk Phone

Omnichannel routing

Job description

Spring Health is seeking a Manager, Platform Support to lead a frontline team delivering member and provider assistance. The role requires ramping quickly, fluency with multiple systems, and translating complexity into clear frontline execution.

You will drive performance metrics and collaborate across Provider Success, Product, Engineering, IT, and Clinical Operations. The position is fully remote, with occasional travel for events.