Associate Manager, Customer Support

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.

What you’ll do

• 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

What does success look like?  

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

Ongoing 

• 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
  

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

Our Benefits 

The base salary range for this role is $60,000-$68,000.

As leaders in redesigning behavioral health, we walk the walk with our employees’ benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their lives and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A generous PTO policy with a minimum of three weeks off per year
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life’s unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, commuter benefits and more!

Application Deadline

This position will be an ongoing recruitment process and will be open until filled.