Senior Customer Support Specialist

As a Senior Customer Support Specialist, you will be a crucial part of our team, providing first-line support to our customers. You will ensure a seamless support experience, helping our customers navigate their needs with efficiency and empathy. This role involves directly addressing technical, product, account, and billing inquiries and creating efficiencies to help scale our Customer Support Model. Reporting to the Senior Manager, Customer Success, this is a full time, remote position with occasional travel required. 

What you will do:

• Resolve inquiries and escalations related to all aspects of Spring Health's customer lifecycle, including functionality, member experience, implementation, billing, account changes, technical support, and feedback.
• Develop and implement efficiencies within the support model, such as setting up macros in ZenDesk.
• Build and maintain a comprehensive customer knowledge base to facilitate self-service and reduce dependency on direct support.
• Work closely with other departments to resolve complex issues and answer customer questions, ensuring cohesive and comprehensive support solutions.
• Monitor and ensure quick responses to customer inquiries within the agreed-upon service level agreements to maintain high customer satisfaction.
• Document standard operating procedures (SOPs) for all support tasks and processes. Train and onboard future support specialists to ensure consistency and quality in customer support.
• Actively collect and analyze customer feedback continuously to enhance tools and processes. Collaborate with other teams to improve the overall customer experience.
• Proactively identify opportunities to enhance the customer experience through support and mitigate churn risks.
• Leverage technology and automation to streamline processes and optimize customer interactions.

What success looks like: 

• Ticket Resolution Time: 100% First response within 24 hours and 95% full resolution adherence to internal SLAs by request type.
• Customer Satisfaction (CSAT) Score: Maintain a CSAT of 90% or higher on support interactions
• Documentation Quality & Knowledge Base Contributions: Regularly contribute to internal/external documentation (e.g., 4–6 macro updates or articles per quarter).
• Escalation Rate: Maintain an escalation rate below 5% of total tickets.
• Process Improvement Initiatives: Lead or contribute to at least 1 process improvement or tool optimization per quarter.

What you’ll bring:

• 5+ years experience in Customer Support, Customer Success, Account Management, Relationship Management, preferably in a technology or health-related industry
• Strong technical acumen with the ability to quickly learn and master new software
• Excellent communication skills, capable of handling complex customer inquiries and providing clear, effective solutions
• Demonstrated ability to work collaboratively with cross-functional teams
• Deeply cares about customer interactions, the voice of the customer and understands how customers can elevate the brand
• Results and data-driven mentality, with a bias for speed and action 
• Thrives in the ever-changing world of a fast-growing company

What we’d love to see:

• You have worked in the HR Benefits or Healthcare space and have worked closely with HR and Benefits leaders
• Proven track record of creating and implementing support processes that scale
• Experience with ZenDesk or similar customer support software.
• Knowledge of building and maintaining customer self-service tools and resources.
• You have a demonstrated passion for, and understanding of, mental illness and broader U.S. healthcare system

The target base salary range for this position is $86,000 - $106,250, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

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 Medical accounts 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 to Wellhub,  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.