Support Operations Manager - Salt Lake City

About Tava Health · At Tava Health, we believe mental health care should be as accessible and stigma-free as a checkup. We're reimagining the entire experience: from how people find a therapist to how providers deliver care, so more individuals can get the support they need, when ...

Job description

About Tava Health

At Tava Health, we believe mental health care should be as accessible and stigma-free as a checkup. We're reimagining the entire experience: from how people find a therapist to how providers deliver care, so more individuals can get the support they need, when they need it.

We're a fast-growing team on a bold mission: to make high-quality mental health care available to everyone. If you're passionate about using technology to solve meaningful problems and create lasting change, we'd love to meet you.

About the Role

Our support team plays a critical role in ensuring a seamless experience for clients, providers, and employer partners alike. As we continue to scale, we're looking for a Support Operations Manager to build and lead a high-performing support organization.

The Support Operations Manager will own day-to-day support operations, people leadership, and the evolution of our support technology stack. This role blends hands-on leadership with strategic thinking: you'll manage and develop a growing team, optimize our AI-powered support tools, define service standards across the company, and act as a key escalation point for complex issues.

This is an ideal role for someone who enjoys building and leading teams, improving systems, and partnering cross-functionally to deliver an excellent customer experience.

Core Responsibilities

Team Leadership & Performance Management

• 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

Support Operations

• 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

Support Escalations & Troubleshooting

• 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

AI & Automation Ownership

• 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

SLAs, Phone Performance & Service Levels

• 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

Reporting, Analytics & Continuous Improvement

• 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)

Qualifications

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

Nice to Have

• Experience in healthcare, mental health, or highly regulated industries

• Experience navigating secure HIPAA-regulated environments

• Experience implementing or managing Voice AI or advanced support automation

• Familiarity with B2B2C support models

Why You'll Love Working at Tava

• 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

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*For tax purposes, priority will be given to candidates living in states where we already have employees. These states are Alabama, Arizona, California, Connecticut, Florida, Georgia, Idaho, Indiana, Nevada, North Carolina, Maine, Maryland, Massachusetts, New Jersey, New York, Oregon, Tennessee, Texas, Virginia, and Utah.

Tava is unable to sponsor employment visas (such as the H-1B). Candidates must have authorization to work in the U.S. without company sponsorship now or in the future.

All hiring activities at Tava Health are handled by company representatives using or email addresses.

Please beware of unauthorized recruiting communications requesting personal information. We never hire anyone without first completing a real-time, face-to-face interview (conducted by video or in-person), nor do we use encrypted instant messaging services like Signal. If you have questions regarding the authenticity of any outreach, please do not hesitate to use the chat feature on our website or contact us at

Tava Health does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.