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Tava Health · 1 day ago

Support Operations Manager

Salt Lake City Office

Full-time

Hybrid

Senior Level

5+ years exp

Tava Health is a company dedicated to making mental health care accessible and stigma-free. They are seeking a Support Operations Manager to lead their support team, manage day-to-day operations, and optimize support technology while ensuring a high-quality customer experience.

Health CareMedicalWellness

No H1B

U.S. Citizen Only

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)

Qualification

Customer support experiencePeople managementZendesk administrationAI-driven automationData-driven mindsetEmpathyCommunicationCross-functional collaborationProblem-solving

Required

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