Therapist Support Operations Manager (Remote)

At Rula, we are seeking a Therapist Support Operations Manager to manage and expand Rula’s Central Support team. This person will be responsible for leading our Tier 3 Therapist support team in providing an effortless client experience as our services continue to evolve in the pursuit of our mission.

This person will leverage their communication, operations, and data analysis skills to exceed KPIs/SLAs, build out processes for scale, and partner cross-functionally across the organization to improve our user experience. 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 support, with at least 3 years of experience managing support-centric teams
• Experience in collecting, analyzing, and utilizing various types of data to inform decisions and to understand and improve CSAT/DSAT
• Familiarity with process mapping, process optimization, and performance metrics
• Expertise in collaborating effectively with cross-functional partners, adept at balancing diverse needs, and prioritizing tasks efficiently to achieve successful outcomes.
• Experience building 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 provider populations understanding provider needs
• Experience with multi-channel support teams (phone, email, chat)
• 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 from anywhere in the US
• Competitive pay and benefits that don’t change based on location
• Health benefits: medical, dental, vision, life, disability, and FSA/HSA
• Access to our 401(k) plan
• Generous time off policies, including 2 company-wide shutdown weeks each year (for most employees) to focus on self-care
• Paid parental leave
• Employee Assistance Program (EAP)
• Stipend to ensure your home office sets you up for success
• Quarterly department stipend for team building or in-person gatherings
• Wellness events and lunch & learns spanning many topics