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About the role
- Support Operations Manager leading support team to ensure smooth experience in mental health care. Own operational aspects, optimize support technology, and drive customer satisfaction in a hybrid setting.
Responsibilities
- Lead and develop a team of 4+ Support Associates, supporting their learning and growth with Tava
- Establish individual and team goals aligned to customer satisfaction, resolution quality, and operational efficiency
- Monitor the quality and consistency of customer interactions, providing regular feedback and targeted coaching to improve outcomes and customer experience
- Build and scale an in-person support team in Salt Lake City, ensuring staffing levels and schedules align with support demand and service expectations
- Own end-to-end support operations across email, phone, and AI-driven channels, ensuring timely, accurate, and empathetic customer experiences
- Continuously refine workflows, escalation paths, and documentation to improve first-touch resolution and reduce repeat or reopened tickets
- Own and manage Tava’s Zendesk instance, including configuration, workflows, automations, integrations, reporting, and ongoing optimization to support efficient, high-quality support operations
- Serve as the primary escalation point for complex or high-severity issues, resolving issues efficiently and minimizing unnecessary escalations
- Identify patterns in complex tickets and train the team of Support Associates to effectively troubleshoot in line with these patterns.
- Partner closely with Engineering, Product, and Operations to identify root causes of recurring issues and improve overall resolution speed and quality
- Own and optimize Tava’s AI support agent, ensuring a high rate of effective self-service resolution without compromising customer experience
- Monitor and improve AI performance, accuracy, and handoff quality between automated and human support
- Evaluate, pilot, and implement Voice AI solutions to improve phone support coverage, responsiveness, and efficiency
- Balance automation and human support to improve operational efficiency and reduce overall cost per ticket while maintaining strong customer satisfaction
- Develop, document, and communicate clear, tiered support SLAs across the organization
- Ensure phone support operations consistently meet established service-level expectations, including responsiveness, call handling, and resolution quality
- Regularly assess staffing models, scheduling, and coverage to meet demand across channels while maintaining cost efficiency
- Partner with internal teams to ensure SLAs are understood, achievable, and aligned with business priorities
- Regularly review and refine SLAs based on performance data and customer feedback
- Lead support reporting and analytics across all channels, including response times, resolution times, ticket volume trends, escalation rates, and customer satisfaction
- Use data to identify trends, forecast staffing needs, and drive continuous improvement initiatives
- Share clear, actionable insights with leadership to inform resourcing decisions, process improvements, and priorities
- Influence Product priorities by translating product feedback and ticket themes into clear, data-backed recommendations (e.g., quantifying request volume and impact, estimating expected ROI, and partnering with Product to advocate for high-value changes)
Requirements
- 5+ years of experience in customer support, support engineering, or customer operations, including 2+ years in a people management role
- Experience managing and scaling support teams in a fast-growing or startup environment
- Strong comfort with support tooling, AI-driven automation, and operational systems
- Hands-on experience using and administering Zendesk, including managing workflows, automations, reporting, and agent tooling
- Proven ability to handle complex escalations and collaborate cross-functionally
- Data-driven mindset with experience building and using support metrics to guide decisions
- Located in (or willing to relocate to) the Salt Lake City area, with enthusiasm for building an in-person team while creating a cohesive culture across existing remote team members
- High degree of empathy and excellent judgement in developing support processes for clients seeking mental healthcare
- Excellent communicator and cross-functional collaborator
- Comfortable in fast-paced, ambiguous environments and able to build structure where it doesn’t yet exist
- Experience working closely with engineering teams on ticket-driven improvements
Benefits
- Competitive salary and stock options
- Free Tava mental health benefit for you and your family
- Medical and dental insurance for you and your dependents
- Monthly HSA contributions
- Generous PTO and paid holidays
- Paid parental leave
- Work from home flexibility
- Weekly team lunches
- Opportunity to shape a growing company and culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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