We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.
We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.
We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.
About the Role
We’re looking for a thoughtful and driven leader to oversee our Appointments & Matching patient team - The group that helps people find a therapist and manage their appointments throughout their care journey. This role manages a large and growing team of support agents and a Tier 3 specialist, focusing on helping new patients get scheduled quickly and easily. You’ll work closely with teams across Rula to improve how we support patients, from streamlining how we match patients with the right therapist to managing first visit scheduling issues. If you're energized by building strong systems, helping teams thrive, and improving the experience for those seeking mental health care, this role will give you the chance to make a meaningful impact.
Required Qualifications
3+ years of leadership (managing support teams) with 5+ years of experience in Support
Experience collecting, analyzing, and using survey data to understand and improve CSAT/DSAT
Experience Project Managing large cross-functional initiatives end to end
Experience with process mapping, performance metrics, and process optimization
Experience collaborating successfully with cross-functional partners
Experience building processes and developing workflows independently
Preferred Qualifications
While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.
Experience using data to inform decisions
Specific experience using Zendesk
Google sheets, SQL, or BI tools (Looker, Tableau, etc.) experience (intermediate)
Start-up experience
Experience working with patient populations or in Health Care and with a strong understanding of patient needs
Interest or experience working in Mental Health
Experience with multi-channel support teams (phone, email, chat)
Strong knowledge of CRM systems and tools that enable support teams to be successful
We're serious about your well-being! As part of our team, full-time employees receive:
100% remote work environment (US-based only): Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States
Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA
401(k) plan access: Start saving for your future
Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)
Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering
Employee Assistance Program (EAP): Support for your mental and physical health
New hire home office stipend: Set up your workspace for success
Quarterly department stipend: Fund team-building activities or in-person gatherings
Wellness events and lunch & learns: Explore a variety of engaging topics
Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
Our team
We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.
Compensation Range: $136.2K - $152.2K
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