Customer Support Operations Manager

Customer Support Operations Manager

About Allminds

Allminds is transforming mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all. As a Public Benefit Corporation, we are committed to achieving our mission through responsible innovation, operational excellence, and a therapist-first approach.

About the Role

We’re seeking a Customer Support Operations Manager to help scale and elevate our Support Team at Allminds. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. Core responsibilities include handling inquiries from patients and providers via email, chat, and phone; managing patient documentation tasks; clarifying billing and benefits information; and resolving technical access issues. We’re looking for a process-driven, analytical leader who’s excited to build and lead a top-tier support operation. This is a fully remote, full-time role reporting directly to the company leadership.

Key Responsibilities:

• Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians

• Develop and implement scalable support procedures and policies, including key success metrics

• Hire, train, and manage a growing team of Support Agents to meet expanding business demands

• Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations

• Work with the Product team to introduce innovative solutions to support challenges

• Create internal documentation to support team knowledge, streamline onboarding, and clarify processes

• Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership

What Success Looks Like:

• Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance

• Consistent achievement of team objectives with an emphasis on continuous improvement

• Seamless cross-team collaboration driving strategic initiatives and enhancing support operations

• More efficient workflows and faster, higher-quality support interactions

• Timely execution of projects according to defined scopes

What We’re Looking For:

• 2+ years in operations management, including achieving and exceeding defined KPIs

• A creative problem-solver who thrives on addressing complex operational challenges

• Experienced people leader with a talent for team development and empowerment

• Strong and empathetic communicator, comfortable interacting across all organizational levels

• Self-starter with a demonstrated ability to manage goals independently

• Skilled at interpreting data to inform decisions and drive improvements

• Proactive project manager who takes initiative

• Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation

• Ability to excel in a dynamic, fast-moving environment

• Brings humility, drive, clarity, adaptability, and professionalism to the role

• Bonus: Previous experience in a high-growth healthcare setting

Why Join Allminds?

• The opportunity to shape and scale the customer support function at a growing company.
• A mission-driven environment where your work directly impacts mental healthcare accessibility.
• Competitive salary and growth opportunities into a leadership role.
• Comprehensive health benefits, flexible PTO, and mental health support initiatives.
• A culture that values collaboration, innovation, and continuous learning.