We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.
We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.
We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.
About the Role
We are seeking a Support Operations Manager to oversee and expand our services, creating strong experiences for our users (patients, providers, etc). Joining our Customer Experience Operations department, this person will leverage their communication, cross-functional expertise, leadership, and data analysis skills to drive support-specific OKRs, KPIs, and SLAs out of a high-performing frontline support team. They will help build processes and workflows for scale, and improve collaboration between the different support team tiers. This role will be vitally important in the growth and scalability of Rula. We act with camaraderie, support, and a sense of urgency.
Required Qualifications
5+ years of experience in frontline support, with at least 3 years of experience managing support-centric teams internally and externally (i.e. offshore BPOs)
Experience in owning support-specific OKRs, and proficiency independently collecting, analyzing, and utilizing various types of data that inform decision making to spearhead improvements in CSAT/DSAT, and other SLAs (FCR, AHT, etc.)
Skillfulness in project managing large and unique cross-functional initiatives end-to-end
Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes.
Experience building and mapping processes for scale and developing workflows independently
Preferred Qualifications
While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.
Experience in a start-up environment
Previous exposure in healthcare or mental health industry, particularly with patient and/or provider populations
Experience with high volume, omnichannel technical support teams (phone, email, chat) handling large amounts of monthly tickets
Strong knowledge of CRM systems (i.e. Zendesk, Salesforce) and/or similar tools that enable support teams to be successful
We're serious about your well-being! As part of our team, full-time employees receive:
100% remote work environment (US-based only): Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States
Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA
401(k) plan access: Start saving for your future
Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)
Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering
Employee Assistance Program (EAP): Support for your mental and physical health
New hire home office stipend: Set up your workspace for success
Quarterly department stipend: Fund team-building activities or in-person gatherings
Wellness events and lunch & learns: Explore a variety of engaging topics
Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
Our team
We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.
