Manager, Platform

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.

With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

We’re looking for a Manager, Platform Support to directly lead a frontline team delivering services within our Platform Support organization. As a deeply member-first organization
, we believe responsive, empathetic, and accurate support is essential to helping both members and providers successfully navigate our platform and access care.

This role requires an agile, highly adaptable leader who can ramp rapidly, develop fluency across a broad and evolving range of systems and workflows, and translate operational complexity into clear frontline execution. You will support the broader Platform Support strategy while remaining closely engaged in your team’s queue health, performance, escalations, and day-to-day service delivery. This is a full-time remote position, reporting to the Senior Manager, Platform Support.

Occasional travel may be required for company or team events/meetings.

What you’ll do:

• Lead the day-to-day delivery of frontline member and provider support, ensuring every interaction is responsive, empathetic, accurate, and aligned with service expectations.

• Ensure your team effectively handles a broad range of support workflows, including:

  • Basic technical support and troubleshooting
  • Account access and login issues
  • Platform navigation and general "how-to" questions
  • Intake and initial investigation of reported issues
  • Identification of known issues and application of established resolutions
  • Triage and escalation to specialized operational, technical, clinical, or product teams
  • Provider-facing platform and workflow support in partnership with Provider Success

• Drive team performance across productivity, quality, resolution time, escalation accuracy, satisfaction, and other key operational metrics.

• Set clear expectations, reinforce accountability, and foster a culture of advocacy, adaptability, ownership, curiosity, and follow-through.

• Regularly review employee performance and provide hands-on coaching to strengthen knowledge, confidence, judgment, and execution across an evolving scope of work.

• Lead structured performance management, including goal setting, ongoing feedback, recognition and development of top talent, and timely action to address performance gaps.

• Prepare the team to adopt new products, tools, policies, and workflows by translating changes into clear expectations, coaching, and consistent frontline execution.

• Identify opportunities to improve efficiency, increase appropriate frontline resolution, reduce unnecessary handoffs, and address friction in member and provider support workflows.

• Partner cross-functionally with Provider Success, Product, Engineering, IT, Clinical Operations, Workforce Management, and other teams to surface trends, resolve issues, and improve the overall support experience.

What success looks like…