About josi Health:

Emora Health is a provider of virtual behavioral therapy for millions of youth in need of care. Our platform matches families with therapists to provide care for children, teens and young adults with a range of conditions including ADHD, Anxiety, Depression, Trauma, as well as other personal challenges and experiences.

Emora Health is a venture-backed company with a vision of providing more effective and more personalized care for every child, teen and young adult in need. Our therapists help children, teens and young adults learn new behaviors and healthy coping strategies to reach life-changing milestones faster and build life-long skills and resilience for a brighter future.

The Opportunity:

As a Client Operations & Support Team Lead at Emora Health, you will be at the forefront of our mission to provide more effective and personalized care for every child, teen, and young adult in need. You will lead a team that is passionate about making high-quality mental healthcare accessible and affordable for youth and their families. You'll play a crucial role in scaling our operations and ensuring we continue to deliver the highest-quality service as we grow.

What You'll Be Doing:

• Lead and Mentor: Manage, mentor, and develop a team of Client Operations and Support Specialists while fostering a positive and collaborative team environment.

• Performance Management: Set clear performance goals, provide regular feedback, and conduct performance reviews to ensure team members meet expectations and develop their skills.

• Workflow Optimization: Identify opportunities to enhance client operations support workflows and implement solutions that improve efficiency and effectiveness.

• Escalation Management: Act as the escalation point for complex client issues, working to resolve problems promptly and effectively.

• Cross-functional collaboration: Collaborate closely with our therapists, psychologists, and other internal teams to ensure seamless care coordination and a positive client experience.

• Training and Onboarding: Create and deliver training programs for new and existing team members, ensuring they possess the necessary knowledge and skills to excel in their roles.

• KPI Tracking & Reporting: Monitor key performance indicators (KPIs) related to client support, analyze trends, and devise strategies to enhance performance.

• Process Improvement: Lead the development and implementation of scalable processes to boost operational efficiency and improve systems and data management.

• Client Communication: Engage directly with patients and their families as needed to support onboarding, resolve issues, and ensure satisfaction.

• Contribute to Strategy: Help shape the overall client support strategy and participate in the development of new initiatives to enhance the client experience.

• Troubleshoot and resolve issues raised by clients and therapists via phone, email, and live chat.

• Investigate problems thoroughly to help identify root causes and collaborate with our product teams to enhance the platform overall.

• Assist and educate customers on the Emora Health platform, delivering exceptional customer service to our clients and therapists.

• Serve as the go-to resource and a passionate advocate for customers, ensuring clients and therapists feel heard and supported throughout their journey with Emora Health.

You'll Be a Great Fit If:

• You have 3+ years of experience in a client support or customer service role, including at least 2 years of experience in a team lead or supervisory position capacity.

• You are self-motivated, eager to learn, and are comfortable with ambiguity / asynchronous communication.

• You enjoy solving problems; you have a natural curiosity, especially regarding health technology.

• Your work ethic is characterized by kindness and empathy, placing Customer Experience above all else.

• You successfully work independently and with a remote team, and you adapt well to changing priorities and customers' needs.

• You are at ease meeting quantitative metrics, including the number of conversations you handle each day.

• You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth.

If you don’t meet every single requirement but are still interested in the job, we encourage you to apply. Nobody checks every box, and Emora Health believes that the perfect candidate is more than just a resume.

What We Offer:

• Opportunity for career growth

• A chance to make a tangible difference in our patient's lives

• A diverse and international team devoted to Emora Health’s mission

• Flexible working hours and location (remote)

• Competitive salary

Emora Health is an equal opportunity employer that is committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.