Job Description
At careerzynith, we're revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all, and as a Public Benefit Corporation, we're committed to achieving this mission through responsible innovation, operational excellence, and a therapist-first approach.
- *Join careerzynith's Support Team and Help Shape the Future of Mental Healthcare**
We're seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at careerzynith. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. As a process-driven, analytical leader, you'll be responsible for building and leading a top-tier support operation that drives exceptional customer satisfaction, agent productivity, and quality assurance.
- *About the Role**
This is a fully remote, full-time role reporting directly to the company leadership. As a Customer Support Operations Manager at careerzynith, you'll have the opportunity to shape and scale the customer support function at a growing company. You'll work closely with cross-functional teams, including Clinical, Product, and Leadership, to build smooth workflows, optimize operations, and introduce innovative solutions to support challenges.
- *Key Responsibilities**
- Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians via email, chat, and phone
- Develop and implement scalable support procedures and policies, including key success metrics
- Hire, train, and manage a growing team of Support Agents to meet expanding business demands
- Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations
- Work with the Product team to introduce innovative solutions to support challenges
- Create internal documentation to support team knowledge, streamline onboarding, and clarify processes
- Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership
- *What Success Looks Like**
- Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance
- Consistent achievement of team objectives with an emphasis on continuous improvement
- Seamless cross-team collaboration driving strategic initiatives and enhancing support operations
- More efficient workflows and faster, higher-quality support interactions
- Timely execution of projects according to defined scopes
- *What We're Looking For**
- 2+ years in operations management, including achieving and exceeding defined KPIs
- A creative problem-solver who thrives on addressing complex operational challenges
- Experienced people leader with a talent for team development and empowerment
- Strong and empathetic communicator, comfortable interacting across all organizational levels
- Self-starter with a demonstrated ability to manage goals independently
- Skilled at interpreting data to inform decisions and drive improvements
- Proactive project manager who takes initiative
- Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation
- Ability to excel in a dynamic, fast-moving environment
- Brings humility, drive, clarity, adaptability, and professionalism to the role
- Bonus: Previous experience in a high-growth healthcare setting
- *Why Join careerzynith?**
- The opportunity to shape and scale the customer support function at a growing company
- A mission-driven environment where your work directly impacts mental healthcare accessibility
- Competitive salary and growth opportunities into a leadership role
- Comprehensive health benefits, flexible PTO, and mental health support initiatives
- A culture that values collaboration, innovation, and continuous learning
- *What We Offer**
- A dynamic and supportive work environment that encourages collaboration and innovation
- Opportunities for professional growth and development in a rapidly growing company
- A comprehensive benefits package, including health insurance, flexible PTO, and mental health support initiatives
- A competitive salary and bonus structure that rewards performance and contributions
- The chance to work with a talented and dedicated team that's passionate about making a difference in mental healthcare
- *How to Apply**
If you're a motivated and experienced operations leader who's passionate about making a difference in mental healthcare, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant work samples to [careerzynith careers email]. We can't wait to hear from you!
- *careerzynith is an Equal Opportunity Employer**
careerzynith is committed to creating a diverse and inclusive work environment that reflects the communities we serve. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives.
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