Provider Experience Associate

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one‑on‑one, group, and self‑serve digital resources for their emotional, professional, social, financial, and physical well‑being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time.

We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey. Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female‑founded company in the U.S. to reach unicorn status.

Modern Health is a fully remote workforce and a hyper‑growth company that is often recognized for its excellence, winning awards such as World's Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well‑Being Trailblazer Award. We require overlapping hours for everyone. US‑based team members outside the Pacific time zone are expected to work at least six hours each workday between 8 am and 5 pm Pacific time.

Join a mission‑driven Provider Experience team that is focused on building an exceptional experience for our providers. The ideal candidate thrives in an environment where they are able to both help individual providers and build our operational processes that will enable the function to continue to scale. If you are empathetic, curious, and comfortable working across and building multiple systems in a rapidly changing environment, we want you!

This role is eligible for remote work from the following states: AK, AZ, AR, CO, , IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, WY.

• Respond to provider queries via Zen Desk in a timely, accurate manner, ensuring they are set up for success so they can deliver quality care to our members.
• Identify provider needs and enable providers to use specific proprietary provider tools.
• Analyze and report on product errors (e.g., testing scenarios, reproducing the provider experience).
• Update our internal databases with information about member and provider accounts, technical issues, and escalations.
• Share feature requests and effective workarounds with team members.
• Play a central role in managing and supporting our active provider network to deliver an exceptional provider experience.
• Develop a deep understanding of the Modern Health provider journey and the various support touchpoints.
• Create, maintain, and improve tools, systems, and documentation related to provider support.
• Collaborate with cross‑functional teams to identify process improvement opportunities.
• Complete process improvement projects as needed.

• 2+ years in a customer‑facing or support role (operations, customer support, client services, or provider operations), primarily via written channels such as email, ticketing systems, or chat.
• Proven ability to translate complex or technical information into clear, user‑friendly explanations for non‑technical audiences, demonstrated through:
• Writing step‑by‑step troubleshooting guidance, FAQs, or help center content.
• Handling product/platform issues and explaining resolution paths in writing.
• Demonstrated written communication skills
  , including:
• Consistently accurate spelling, grammar, and punctuation.
• Ability to adapt tone to different audiences while maintaining professionalism and empathy.
• Experience working in an SLA‑ and metrics‑driven environment
  , such as:
• Managing a queue with defined response and resolution time targets.
• Tracking performance against KPIs (ticket volume, response time, CSAT, quality scores).
• Evidence of balancing speed with quality
  , such as:
• Meeting SLAs while maintaining low error rates or high quality review scores.
• Following documented processes and double‑checking work before final submission.
• Analytical and strategic mindset
  , with experience…