Customer Experience Manager (Team Lead)
Headway, United States
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 23, 2021
Last Date
Mar 23, 2021
Location(s)
Job Description
About Headway
Headway is building a new mental healthcare system, rewired for access and affordability.
We all know someone that has struggled with mental health - 1 in 4 people have a treatable mental health condition - but the overwhelming majority don’t get the care they need. The primary reason is cost - seventy percent of therapists don’t accept insurance, meaning paying for therapy is usually very, very expensive.
Headway is building the first national, virtual network of therapists who accept insurance, helping providers to expand their practices, and individuals to finally find a therapist they can afford. And we’re doing it all through software.
We launched in April of 2019 and are already powering thousands of therapy appointments every single day. To scale our mission, we’ve raised funding from the world’s preeminent VCs (backers of Facebook, LinkedIn, Slack, Uber, Oscar) as well as the nation’s most innovative healthcare entrepreneurs (founders of One Medical, Flatiron Health, and Clover Health).
We believe a team's strength is in its people. Headway is solving a national problem of affordability, and we know this cannot be achieved without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, and experience.
Join us, and make an impact.
Headway is looking for an experienced CX manager to lead a team of CX specialists and help scale customer services infrastructure as we rapidly expand our geographic reach.
Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.
You’ll come in and manage a team responsible for providing exceptional care and service to mental healthcare providers and clients. Your team of CX specialists works with providers and clients to help navigate their experience on Headway, including onboarding and appointment scheduling, and you’ll be there to continuously train and coach the team to ensure their success.You will have a unique opportunity to build new systems, processes, and infrastructure for a fast-growing team. You will play a pivotal role in putting in place and consistently improve the foundation that allows us to deliver on persistently high NPS and CSAT.
Beyond that, you will work closely with your fellow CX manager and the Head of CX to develop and pursue Headway’s vision for the best-in-class provider and client experience.You’d be a great fit if.
Headway is building a new mental healthcare system, rewired for access and affordability.
We all know someone that has struggled with mental health - 1 in 4 people have a treatable mental health condition - but the overwhelming majority don’t get the care they need. The primary reason is cost - seventy percent of therapists don’t accept insurance, meaning paying for therapy is usually very, very expensive.
Headway is building the first national, virtual network of therapists who accept insurance, helping providers to expand their practices, and individuals to finally find a therapist they can afford. And we’re doing it all through software.
We launched in April of 2019 and are already powering thousands of therapy appointments every single day. To scale our mission, we’ve raised funding from the world’s preeminent VCs (backers of Facebook, LinkedIn, Slack, Uber, Oscar) as well as the nation’s most innovative healthcare entrepreneurs (founders of One Medical, Flatiron Health, and Clover Health).
We believe a team's strength is in its people. Headway is solving a national problem of affordability, and we know this cannot be achieved without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, and experience.
Join us, and make an impact.
Headway is looking for an experienced CX manager to lead a team of CX specialists and help scale customer services infrastructure as we rapidly expand our geographic reach.
Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.
You’ll come in and manage a team responsible for providing exceptional care and service to mental healthcare providers and clients. Your team of CX specialists works with providers and clients to help navigate their experience on Headway, including onboarding and appointment scheduling, and you’ll be there to continuously train and coach the team to ensure their success.You will have a unique opportunity to build new systems, processes, and infrastructure for a fast-growing team. You will play a pivotal role in putting in place and consistently improve the foundation that allows us to deliver on persistently high NPS and CSAT.
Beyond that, you will work closely with your fellow CX manager and the Head of CX to develop and pursue Headway’s vision for the best-in-class provider and client experience.You’d be a great fit if.
- You thrive managing CX specialists and enjoy investing in ongoing learning and coaching
- You have CX support experience, empathy for clients and can bring best practices for client problem-solving to our team
- You are energized by ambiguous and fast-paced tech environments
- You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create handmade solutions
- You have passion for Headway’s mission
Job Specification
Job Rewards and Benefits
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