Platform Support Manager

Our mission: eliminating every barrier to mental health.

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.

The Platform Support Manager directly leads a frontline team in Platform Support, accountable for quality, team performance, and day-to-day service delivery for Spring Health members. This is a full-time, remote position in Care Delivery, reporting to the Senior Manager, Platform Support.

Working hours: Core required hours 11am-4pm EST.

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

What you'll do:

• Interview, hire, and onboard team members, supporting their professional growth through regular 1:1s, team meetings, and development planning.

• Provide supervision, case consultation, and quality audit feedback so the team makes sound decisions, follows through on policies and protocols, and completes timely, high-quality documentation that meets established standards.

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

• Monitor productivity, utilization, and quality metrics using dashboards and trackers, adjusting coverage and workflows to meet service levels.

• Review escalated and complex cases, making sure the team resolves what it should and escalates accurately and promptly to specialized teams.

• Be a change agent, preparing the team to rapidly adopt new programs, tools, policies, and workflows by translating changes into clear expectations and coaching, and identify opportunities to improve efficiency, increase appropriate frontline resolution, and reduce unnecessary handoffs.

• Model effective AI use in your own work and lead the team's adoption of approved AI tools in its workflows, such as documentation, SOPs, member communications, and escalation routing, with critical review of AI output and protection of member confidentiality.

• Partner with Product, Engineering, IT, Workforce Management, Analytics, Quality, and other teams to surface trends, resolve issues, and improve the member and provider experience.

• Set clear expectations and build a team culture of ownership, accountability, curiosity, and follow-through, and ensure adherence to Spring Health policies, confidentiality, compliance, and ethical standards.

What success looks like:

• The team consistently meets key performance indicator benchmarks

• Performance gaps addressed within policy timelines

• Member and provider satisfaction

• Team engagement and retention

• Assigned projects and deliverables are completed on time and to defined standards.

• Recurring trends are surfaced to partner teams and resolved in a timely fashion

• Efficiency gains from AI use

How you'll use AI in this role:

• Complete required AI training, make sure every direct report does too, and coach each direct report on using AI in their specific role, including in 1:1s.

• Use AI in your own work (e.g., drafting SOPs, summarizing case audit trends, preparing team reporting), and move from identifying to implementing your team’s top AI use cases: documentation support, member communication workflows, escalation routing, and reporting.

• Use AI to increase team throughput and reduce handle time so the team can support meaningfully more members and providers, and track and report the efficiency gains.

• Build AI fluency into hiring and team development expectations, and be able to explain how AI has changed your team’s operating model and which manual steps it has replaced or reduced.

What you'll bring:

• 5–8+ years of total professional experience in customer support, behavioral health, care delivery, or operations.

• 2–4+ years of direct people-management experience, with a proven track record leading frontline teams in a fast-paced or high-growth environment.

• Experience with supervision, triage, escalation, crisis management, and safety planning.

• Ability to quickly understand unfamiliar issues, determine the right path to resolution, and distinguish work the team should resolve from work that needs specialized support.

• Proven ability to onboard, coach, and develop newer or earlier-career employees through clear expectations, structured feedback, and accessible guidance.

• Experience leading teams through high volumes, rapidly shifting priorities, and operational change while holding yourself and others accountable to timelines.

• Hands-on experience with EHR systems, case-management or contact-center platforms (e.g., Zendesk), dashboards and data tools, and AI tools, including applying AI to workflows, critically evaluating outputs, and protecting confidentiality.

• Commitment to empathetic, high-quality member care and a collaborative, solution-focused approach.

Nice to have:

• Experience in digital health, healthcare technology, or another high-growth environment.

• Hands-on experience with capacity planning, scheduling, queue management, and service-level ownership.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medicalaccounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer sponsored 401(k) match of up to 2% for retirement planning

• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• We offer competitive paid time off policies including vacation, sick leave and company holidays.

• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 

• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.

• Access toWellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care

• Up to $1,000 Professional Development Reimbursement a year.

• $200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.