Associate Manager of Customer Support, SonderMind
$60-68k
In-person and online therapy platform
Be an early applicant
In-person and online therapy platform
501-1000 employees
Be an early applicant
$60-68k
501-1000 employees
Company mission
To improve individuals' mental and behavioral health to create a happier and healthier world.
Role
Who you are
- 3+ years in customer support or customer success, ideally within a healthcare, tech, or regulated service environment
- 1+ years of experience supervising or mentoring others; direct people management preferred
- Comfort and familiarity with workforce data management
- Strong understanding of support metrics and service quality best practices
- Comfortable managing in a fast-paced, high-volume environment with evolving priorities
- Passionate about coaching and developing others
- Clear, empathetic communicator with a bias toward action and accountability
- Strong written communication skills
What the job involves
- As an Associate Manager of Customer Support, you will directly supervise a team of frontline Support Specialists, ensuring performance, quality, and service-level expectations are consistently met
- You’ll be responsible for fostering a culture of accountability and support, coaching team members, removing blockers, and partnering with cross-functional stakeholders to improve processes that directly and positively impact our clients and providers
- This is a people-leadership role with some individual contributor work; however your core focus will be day-to-day team management, coaching, and execution support
- Manage the daily workflow and capacity of a team of Customer Support Specialists; work to grow senior staff to be proactive problem-solvers
- Act as an escalation point for complex issues, balancing service recovery and operational efficiency
- Conduct regular 1:1s and support team members with goal setting and professional development and provide actionable feedback for continuous improvement
- Ensure your team is meeting SLAs, including response time, resolution time, and quality standards
- Identify and escalate systemic issues impacting team productivity or customer experience
- Share frontline feedback to inform process improvements, tooling enhancements, and policy updates with partner-teams like Product and Engineering
- Partner closely with peers and senior leadership to ensure alignment on prioritization and staffing needs against rapidly changing business needs
- Develop and monitor efficiency metrics alongside senior leadership, making sure to drive data-based decision-making from yourself, your team, and the department
- 30 Days
- Build relationships with your team and learn key systems, workflows, and support metrics
- Begin owning regular standups and low-complexity escalations
- 60 Days
- Fully manage shift schedules, queue oversight, and team performance rhythms / rituals
- Provide regular coaching and partner with Senior Specialists on quality and staffing
- Have a strongly informed perspective on relevant metrics to track
- 90 Days
- Independently has driven and least one improvement that positively impacted team performance, operational efficiencies, and/or SLA attainment
- Team is tracking relevant metrics regularly, and your team has learned and understand what activities are important to affect said metrics
- Team consistently meets or exceeds SLA, QA, and CSAT goals, with reduced escalations over time
- You are seen as a reliable, empathetic leader who develops team members and fosters a culture of clarity, accountability, and growth
- You surface operational and tooling improvements and collaborate cross-functionally to implement them; you are a proactive problem-identifier and problem-solver
Application process
- This position will be an ongoing recruitment process and will be open until filled
Our take
Demand for mental health services in the U.S. is soaring, yet therapeutic services are generally expensive, uniform, and hard to access for the majority of people. This is mainly due to the fact that most mental health practitioners don't accept insurance or work within a healthcare infrastructure.
SonderMind tackles the shortage of accessible mental health services by providing a digital network that matches the specific needs of patients with mental health specialists. What's more, the patient’s insurance coverage network is considered when determining a match, allowing users to find personalized therapeutic services that fit within their budget.
In addition to its therapy recommendation service, Sondermind also provides tools for therapy booking, organization, and billing. Ultimately, the startup has taken an interesting stance within the therapy landscape by focusing on providing personalized and easy-to-use booking services that are flexible within different budgets and insurance plans.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2021
$150m
SERIES C
Apr 2020
$27m
SERIES B
Total funding: $183.2m
Company benefits
- We work to support our employees wherever they are in life
- We offer health, vision, dental, disability, and mental health coverage
- And beyond that, you're required to take at least three weeks of PTO each year!
Company HQ
Cherry Creek, Denver, CO
Leadership
Mark Frank
(CEO & Co-Founder)Co-founded SafeImageMD in 2012. Former Chairman on the Board of Directors for AfterOurs Urgent Care prior to co-founding SonderMind.
Shouvick Mukherjee
(CTO & Co-Founder)They have extensive experience in engineering and have held many VP roles in various companies, including Yahoo and Walmart eCommerce.
Salary benchmarks
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