Customer Experience Manager – Headway
Customer ServiceBookmark Details
Headway (11-50 Employees, 20% 2 Yr Employee Growth Rate)
3% 1-Year Employee Growth Rate | 20% 2-Year Employee Growth Rate | LinkedIn | $0 Venture Funding
What Is Employee Growth Rate & Why Is It Important?
Headway is building a new mental healthcare system that everyone can access.
1 in 4 people in the US have a treatable mental health condition, but the vast majority do not get the care they need. The primary reason is cost: the majority of therapists do not accept insurance, meaning paying for therapy is prohibitively expensive for prospective patients. That’s why Headway is building the first software-enabled network of therapists who accept health insurance, making it easy for therapists to grow their practices, and possible for patients to find quality care they can afford.
We launched in April of 2019 and are now powering 175,000+ appointments per month. To scale our vision, we’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures.
Join us, and make an impact.
About The Role
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 have 3+ years of experience 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 a knack for process improvement, project management, and are data-driven
- You have passion for Headway’s mission
- You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
We believe a team’s strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.
Headway employees work remotely across the US, with the option to work from our NYC HQ.
Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].