Therapist Support Operations Manager

Who we are

Path is a healthcare company powered by technology, dedicated to making mental health care work for everyone. Path takes a patient-first approach, where treatment is more accessible, personalized, and effective. With Path, it’s easy to find a high-quality therapist or psychiatric clinician who accepts insurance and is actively accepting new patients.

What we’re solving

Over 65 million Americans have a treatable mental health issue — that’s 1 in 5 people. Today it’s difficult to find a provider, and for those with complicated conditions, it’s nearly impossible to find coordinated care. We’re here to fix this.

Our Mission

Path's mission is to make mental healthcare work for everyone.

About The Role 

Path is currently looking for a Support Manager to lead our Therapist Support Operations team. Path support is, in many ways, our face to our customers, and many teams rely on us to deliver feedback and updates to drive the business forward. This role will involve leading our Tier 3 Therapist Support team, which enables cross-functional teams and front-line agents to be successful and have the tools, resources, and processes in place to provide an effortless client experience.

In this role you’ll have the opportunity to build a successful agent-focused team, collaborate cross-functionally with other leaders, and come up with best practices, and communication models, to improve customer satisfaction and agent quality. Your goal is ticket resolution excellence. You accomplish this by creating an environment where agents have what they need to be successful in ticket resolution and job satisfaction.

The Central Support team that you will join is a fast-paced team that focuses on collaboration, open communication, and getting stuff done. We foster a supportive and inclusive environment where everyone's ideas are heard and valued. We set clear quarterly goals and objectives to ensure that everyone is working towards the same vision and that each team member knows how they contribute to the success of Path.  

You Will 

• Manage a team of Tier 3 support agents who enable Tier 1 and 2 support agents, and Activation VAs.

• Analyze trends in agent quality and customer satisfaction, and drive initiatives to improve the effectiveness of therapist support functions

• Oversee day-to-day functions of Tier 3 and facilitate a well-functioning Therapist Support team including Outage and Escalation management. 

• Create an environment where agents have job satisfaction and what they need to be successful in ticket resolution.

• Own and set KPI metrics with a focus on Therapist CSAT, Agent Quality (QA), and SLAs.

• Plan and execute quarterly OKRs related to therapist support

• Partner with Product, Enablement, and Provider Success teams to support cross-functional initiatives and product launches

• Streamline escalation paths and implement new processes and workflows aimed at improving client satisfaction and agent quality

You Are 

• Must-Haves

  • 3+ years in a people management role leading Support teams (such as customer support, support operations, quality managers)  

  • 5+ years of experience in Support roles.

  • Customer service experience with customer-centric mind-set and a proven ability to build positive relationships with customers 

  • A strong understanding of CSAT/DSAT

  • Strong knowledge of CRM systems and tools that enable support teams to be successful (Zendesk, Salesforce, Jira, Asana, etc)

  • Strong problem solving and analytical skills 

  • Experience with process mapping, performance metrics, and process optimization methodologies

  • Willingness to jump in when needed to ensure problems are reaching a resolution

• Preferred

  • Experience working in tech/startups 

  • Strong knowledge of product releases, sprints, and support needs with new feature launches

  • Comfortable working in a fast-paced environment

  • Willingness to pivot priorities and job functions with shifting business needs

  • Experience working with patient populations or in Health Care and with a strong understanding of patient needs

  • Interest or experience working in Mental Health

  • Technical experience in building Zendesk reports, Dashboards, pivot tables, Google Sheets, and using data to inform decisions

Our Team

The people of Path are what truly define our mission and determine our impact on the world. We believe in building not only a team, but a diverse community that thrives by helping each other succeed and grow and inspiring each other by taking on big challenges.

For employees, Path is a 100% remote company and we’re HIRING! We're excited to bring people onto the team who are committed to raising the bar on mental health care.

As Part Of Our Team, Full-Time Employees Receive

• Competitive pay and benefits that do not change based on location

• 2 company-wide shutdown weeks each year to focus on self-care 

• Paid parental leave to support you and your family

• Medical, dental, and vision insurance through our employer plan

• Access to our 401K 

• Access to an Employer Assistance Plan (EAP) through our insurance plan 

• The equipment you need to ensure your home office sets you up for success

Tags