Therapist Support Operations Manager (Remote)

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.

We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being. 

We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

About the Role

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

Our Team

The people of Rula are what truly define our mission and determine our impact on the people we serve. We believe in building not only a team, but a diverse community, inspiring each other by taking on big challenges, growing and succeeding together.