Wellist is seeking a mission-driven Senior Support Services Manager to help make life easier for patients, employees, and their families. In this crucial role, you will split your time between directly supporting employees and patients (40%) and managing your team to improve performance and enhance user experience (60%).
As an individual contributor, your responsibilities will include creating personalized resource lists to meet each user’s unique needs. You’ll handle sensitive and challenging situations with empathy and efficiency to ensure best-in-class service and user satisfaction. Additionally, you will introduce the Wellist program onsite at client locations in Connecticut, driving awareness and leading one-on-one interactions with users to discuss the resources that would be most helpful for them.
As a direct manager of 4-6 employees, you will be a hands-on problem solver, utilizing the “see one, do one, teach one” model. You will closely monitor and manage team outcomes to ensure service standards are met, taking proactive steps to address any issues that arise. You will be responsible for Wellist’s user engagement metrics, exceeding client expectations and KPIs, and ensuring the Support team achieves agreed-upon metrics.
As the team expands, your role will increasingly focus on managing your team and less on providing direct user support. You will also be tasked with refining and evolving Wellist's Support playbook to align with the company’s growth. This will involve assessing and improving all processes, tools, and operations (e.g., scripting, CRM, and telephony systems) to develop recommendations on how best to scale the organization in line with the business’s evolving needs.
This role is a full-time, in-person position, primarily based in Wellist’s Back Bay office in Boston, MA. The manager must also have availability to travel 2-7 days per month to client sites in Connecticut as needed.
Direct User Support: Provide timely, friendly, and supportive communications to patients, employees, families, and hospital staff by phone, email, and/or mail. Create and share personalized support lists for patients, employees, and families using Wellist’s directory of vetted, hyperlocal resources.
Performance Management: Ensure support team members meet the agreed-upon performance standards. This includes Ambassador enrollments, call center answer rates, handle time, inquiry turnaround time, and other contracted client performance indicators. Provide guidance and support to direct reports to improve performance metrics.
Team Development: Recruit, hire, onboard, and train support team members as needed.
Operations Refinement: Evaluate current support processes and tools to identify opportunities for optimization and recommend strategies to effectively scale operations as the business grows.
Experience driving results as a player/coach: Eager to both manage the team’s performance and contribute directly to Wellist’s end-user experience. You’ll actively manage team performance while also directly engaging with patients and employees via email and phone.
Management experience: At least two years of experience managing call center operations and entry-level employees, ideally in a lean, dynamic environment.
Confidentiality and discretion: Integrity and adherence to SOCII, HIPAA, and Wellist guidelines in managing patient and employee information.
Strong communication skills: Both written and verbal, with the ability to manage employees both in-person and remotely.
Operations experience: Experience in and enthusiasm for updating and optimizing operations, processes, and tools to enhance team efficiency and effectiveness.
Wellist is a mission-driven digital health company that provides HR leaders with cutting-edge aggregators capable of personalizing the “right resource, right time.” The solution leverages Wellist’s precision resource matching platform, hyper-targeted activation campaigns, and employee-generated data to simplify benefits access, amplify value from existing benefits partners, and meaningfully reduce costs.
Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 - Human Resources), MassTLC (Most Innovative Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie), and BostInno (50 on Fire).
