{"id":1769411,"url":"https://alion.io/job/spring-health-manager-platform-support","title":"Manager, Platform Support","company":{"id":1223,"name":"Spring Health","domain":"springhealth.com","url":"https://alion.io/company/spring-health","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":97000,"max":113500,"currency":"USD","period":"year","gross":null,"usd_annual":113500},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-01T18:16:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-05T23:26:45Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Our mission: eliminating every barrier to mental health.\nSpring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.\nOur AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.\nAs an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.\nWe’re looking for a Manager, Platform Support to directly lead a frontline team delivering services within our Platform Support organization. As a deeply member-first organization, we believe responsive, empathetic, and accurate support is essential to helping both members and providers successfully navigate our platform and access care.\nThis role requires an agile, highly adaptable leader who can ramp rapidly, develop fluency across a broad and evolving range of systems and workflows, and translate operational complexity into clear frontline execution. You will support the broader Platform Support strategy while remaining closely engaged in your team’s queue health, performance, escalations, and day-to-day service delivery. This is a full-time remote position, reporting to the Senior Manager, Platform Support. Occasional travel may be required for company or team events/meetings.\nWhat you’ll do:\nLead the day-to-day delivery of frontline member and provider support, ensuring every interaction is responsive, empathetic, accurate, and aligned with service expectations.\n\nEnsure your team effectively handles a broad range of support workflows, including:\nBasic technical support and troubleshooting\n\nAccount access and login issues\n\nPlatform navigation and general “how-to” questions\n\nIntake and initial investigation of reported issues\n\nIdentification of known issues and application of established resolutions\n\nTriage and escalation to specialized operational, technical, clinical, or product teams\n\nProvider-facing platform and workflow support in partnership with Provider Success\n\nDrive team performance across productivity, quality, resolution time, escalation accuracy, satisfaction, and other key operational metrics.\n\nSet clear expectations, reinforce accountability, and foster a culture of advocacy, adaptability, ownership, curiosity, and follow-through.\n\nRegularly review employee performance and provide hands-on coaching to strengthen knowledge, confidence, judgment, and execution across an evolving scope of work.\n\nLead structured performance management, including goal setting, ongoing feedback, recognition and development of top talent, and timely action to address performance gaps.\n\nPrepare the team to adopt new products, tools, policies, and workflows by translating changes into clear expectations, coaching, and consistent frontline execution.\n\nIdentify opportunities to improve efficiency, increase appropriate frontline resolution, reduce unnecessary handoffs, and address friction in member and provider support workflows.\n\nPartner cross-functionally with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to surface trends, resolve issues, and improve the overall support experience.\n\nWhat success looks like in this role:\nSustained achievement of productivity, adherence, and quality benchmarks, with clear goals, meaningful performance differentiation, and timely resolution of underperformance.\n\nSustained achievement of satisfaction targets across the team’s member- and provider-facing interactions, as measured by survey results.\n\nStrong frontline engagement, retention, and employee development, as measured by survey results and qualitative feedback.\n\nConsistent weekly achievement of response- and resolution-time SLAs across the team’s workflows.\n\nStrong partnership and proactive coordination with Platform Support leadership, Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other operational teams.\n\nAssigned projects, change initiatives, and operational deliverables completed on time and to defined standards.\n\nWhat you’ll bring:\n5-8+ years of total professional experience in operations, customer support, technical support, healthcare administration, or related fields.\n\n2-4+ years of direct people-management experience, with a proven track record of leading frontline support employees in a fast-paced or high-growth environment.\n\nHands-on experience leading teams responsible for technical support, troubleshooting, intake, triage, and escalation workflows.\n\nDemonstrated ability to quickly understand unfamiliar issues, determine the appropriate path to resolution, and distinguish between work that should be resolved within the team and work requiring specialized support.\n\nExperience leading teams through high ticket volumes, frequent context switches, shifting priorities, and a broad range of issue types.\n\nProven ability to onboard, coach, and develop newer or earlier-career employees through clear expectations, structured feedback, and accessible guidance.\n\nProven commitment to delivering empathetic, responsive, and effective support to multiple audiences.\n\nDemonstrated ability to quickly absorb complex technology, internal systems, workflows, and evolving business models.\n\nHands-on familiarity with modern contact-center tools and customer-service platforms, such as Zendesk, Zendesk Phone, omnichannel routing, and related communication tools.\n\nExperience coaching teams to consistently follow established SOPs, troubleshooting resources, decision trees, and escalation standards.\n\nStrong organizational skills, with a track record of holding yourself and others accountable to timelines while implementing operational changes.\n\nDemonstrated ability to move quickly and decisively without sacrificing accuracy, empathy, or thoroughness.\n\nNice to have:\nExperience in digital health, healthcare technology, SaaS, or another high-growth environment.\n\nExperience supporting both consumers and business partners, such as healthcare providers or practitioners.\n\nDemonstrated success partnering with technical, product, provider-facing, clinical, or operational teams to resolve issues and improve workflows.\n\nHands-on experience with WFM capacity planning, scheduling, forecasting, queue management, and SLA ownership in high-volume operational environments.\n\nExperience improving resolution, escalation accuracy, self-service capabilities, or contact reduction at scale.\n\nFamiliarity with incident-management, bug-reporting, or technical-escalation processes.\n\nBenefits provided by Spring Health:\nNote: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria. \n\nHealth, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.\n\nEmployer sponsored 401(k) match of up to 2% for retirement planning\n\nA yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.\n\nWe offer competitive paid time off policies including vacation, sick leave and company holidays.\n\nAt 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.\n\nAccess to Noom, a weight management program-based in psychology, that’s tailored to your unique needs and goals.\n\nAccess to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.\n\nAccess toWellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription\n\nAccess to BrightHorizons, which provides sponsored child care, back-up care, and elder care\n\nUp to $1,000 Professional Development Reimbursement a year.\n\n$200 per year donation matching to support your favorite causes.\n\nNot sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.\nOur privacy policy: https://springhealth.com/privacy-policy/\nSpring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. 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