Senior Customer Support Specialist, Spring Health
$86-106.3k
+ Stock Options
Personalized mental healthcare
Open for applications
Personalized mental healthcare
1001+ employees
Open for applications
$86-106.3k
+ Stock Options
1001+ employees
Company mission
To eliminate every barrier to mental health.
Role
Who you are
- 5+ years experience in Customer Support, Customer Success, Account Management, Relationship Management, preferably in a technology or health-related industry
- Strong technical acumen with the ability to quickly learn and master new software
- Excellent communication skills, capable of handling complex customer inquiries and providing clear, effective solutions
- Demonstrated ability to work collaboratively with cross-functional teams
- Deeply cares about customer interactions, the voice of the customer and understands how customers can elevate the brand
- Results and data-driven mentality, with a bias for speed and action
- Thrives in the ever-changing world of a fast-growing company
Desirable
- You have worked in the HR Benefits or Healthcare space and have worked closely with HR and Benefits leaders
- Proven track record of creating and implementing support processes that scale
- Experience with ZenDesk or similar customer support software
- Knowledge of building and maintaining customer self-service tools and resources
- You have a demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system
What the job involves
- As a Senior Customer Support Specialist, you will be a crucial part of our team, providing first-line support to our customers
- You will ensure a seamless support experience, helping our customers navigate their needs with efficiency and empathy
- This role involves directly addressing technical, product, account, and billing inquiries and creating efficiencies to help scale our Customer Support Model
- Reporting to the Senior Manager, Customer Success, this is a full time, remote position with occasional travel required
- Resolve inquiries and escalations related to all aspects of Spring Health's customer lifecycle, including functionality, member experience, implementation, billing, account changes, technical support, and feedback
- Develop and implement efficiencies within the support model, such as setting up macros in ZenDesk
- Build and maintain a comprehensive customer knowledge base to facilitate self-service and reduce dependency on direct support
- Work closely with other departments to resolve complex issues and answer customer questions, ensuring cohesive and comprehensive support solutions
- Monitor and ensure quick responses to customer inquiries within the agreed-upon service level agreements to maintain high customer satisfaction
- Document standard operating procedures (SOPs) for all support tasks and processes. Train and onboard future support specialists to ensure consistency and quality in customer support
- Actively collect and analyze customer feedback continuously to enhance tools and processes. Collaborate with other teams to improve the overall customer experience
- Proactively identify opportunities to enhance the customer experience through support and mitigate churn risks
- Leverage technology and automation to streamline processes and optimize customer interactions
- What success looks like:
- Ticket Resolution Time: 100% First response within 24 hours and 95% full resolution adherence to internal SLAs by request type
- Customer Satisfaction (CSAT) Score: Maintain a CSAT of 90% or higher on support interactions
- Documentation Quality & Knowledge Base Contributions: Regularly contribute to internal/external documentation (e.g., 4–6 macro updates or articles per quarter)
- Escalation Rate: Maintain an escalation rate below 5% of total tickets
- Process Improvement Initiatives: Lead or contribute to at least 1 process improvement or tool optimization per quarter
Our take
Large companies often provide employees with mental health services, but small businesses find it challenging to offer similar support. Additionally, existing support systems are usually generalized, failing to deliver the personalized mental healthcare that individuals need. To address this gap, Spring Health has developed AI-driven tools for employers to create tailored mental wellness plans for their employees, including treatment options, daily routines, and medication plans based on individual data.
Spring Health has recently expanded its services to the family and pediatric space through the acquisition of Weldon, offering mental wellness guidance to parents. This expansion includes chats with therapists, social workers, and parenting coaches, as well as group support with other parents and access to educational content. By focusing on personalized care, Spring Health aims to enhance mental wellness support for families alongside its existing employee services.
The behavioral health market is projected to grow to $242B by 2027. While many solutions prioritise fast access to therapy or meditation, Spring Health differentiates itself by emphasizing the right type of care for each individual. With substantial funding raised, Spring Health is well-positioned to continue its innovative approach to mental health services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
77% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$100m
SERIES E
Apr 2023
$71m
LATE VC
Total funding: $465.1m
Company benefits
- Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans available
- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
- 10 allocated sick days per year
- Flexible paid time off in addition to 12 paid holidays throughout the year
- Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management
- Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave to renew and recharge
- 4-4.5 months of fully paid parental leave
- Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care
- Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
- Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively
- On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
- Employer sponsored 401(k) match of up to 2% after 90 days of employment
- Flexible work arrangements: 66% of Spring Health team members work fully remote while 33% work in a hybrid model from our New York City offices
- Focus Fridays: no meetings, no distractions, just time for you to get work done
- Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members
- Up to $1,000 Professional Development Reimbursement per calendar year
- $200 per year donation matching to support your favorite causes
Company HQ
Flatiron District, New York, NY
Leadership
Adam Chekroud
(Co-Founder)Previously President of The Oxford Guild Business Society for 2 years and Researcher at FMRIB Centre - University of Oxford for 1 year.
April Koh
(Co-Founder & CEO)Previously Chief Product Officer & Co-Founder at Spylight for 1 year. Also worked in the Product Management Department at Shazam for 5 months.
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