Support Operations Manager (Remote)

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