Tava Health

Support Operations Manager

Tava Health

full-time

Posted on:

Location Type: Hybrid

Location: Salt Lake City • Utah • United States

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Tech Stack

SaltStack

About the role

  • 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)

Requirements

  • 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
Benefits
  • Competitive salary and stock options
  • Free Tava mental health benefit for you and your family
  • Medical and dental insurance for you and your dependents
  • Monthly HSA contributions
  • Generous PTO and paid holidays
  • Paid parental leave
  • Work from home flexibility
  • Weekly team lunches
  • Opportunity to shape a growing company and culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportsupport engineeringpeople managementAI-driven automationsupport metricsescalation managementworkflow managementreportingZendesk administrationticket-driven improvements
Soft Skills
leadershipempathycommunicationcollaborationjudgmentdata-driven decision makingadaptabilitycohesive culture buildingcoachingproblem-solving