Edtech.com's Summary

Spring Health is hiring a Care Support Training Manager. The role involves overseeing training programs for customer support teams, collaborating with cross-functional teams to determine training needs, and evaluating the effectiveness of programs to ensure high-quality care. The manager will also be responsible for fostering continuous learning and service excellence.

Highlights

Develop and deliver customer support training programs.
Collaborate with various teams on curriculum design and development.
Proficiency in Learning Management Systems and e-learning tools required.
Target base salary range: $97,325 - $114,500, plus stock options and benefits.
Bachelor’s degree in a relevant field or equivalent experience.
3-5 years of experience in training, learning & development, or customer support leadership.
Comprehensive health, dental, and vision benefits starting on the first day.
401(k) match, fertility care support, and professional development reimbursement available.

Care Support Training Manager Full Description

Care Support Training Manager

New York (Hybrid)

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

The Care Support Training Manager will oversee the development and delivery of training programs for customer support teams, ensuring staff are equipped with the knowledge and skills to provide high-quality care. They will collaborate with cross-functional teams to identify training needs, provide input on instructional materials, and evaluate program effectiveness. This role is key in fostering continuous learning and maintaining service excellence.

This is a full-time position and will report into the Director of Care Support. There is a strong preference for candidates located in the New York City area who can work from the office 3 days per week.

What you’ll do:

Partner w/ Operations Enablement and Care Support functional area leaders on curriculum design & development
Track new hire onboarding and ensure that each new team member successfully completes training in core clinical, compliance, and technical areas
Revise and maintain the standard team new hire onboarding template with up-to-date and relevant content, and partner with the new team member’s manager to track phases of training, shadowing, and knowledge acquisition during the first X weeks of onboarding
Ensure each new hire is assigned an onboarding buddy and serves as the manager and/or onboarding leadership guide for these experienced team members during the mentoring process
Ensure that team members who function as new hire mentors are following a consistent training plan and meeting the success metrics needed for effective training
Create standardized knowledge checks to be administered during onboarding, to ensure each new team member receives a consistent level of support and familiarity with processes before assuming progressive member-facing responsibilities
Contribute content to the Care Support weekly training newsletter, in collaboration with the Operations Enablement team and clinical leadership
Identify ongoing gaps that would benefit from training and quality improvement, to promote the best clinical and member support practices
Assist with creation of Standard Operating Procedure documents as well as other training and reference materials
Track metrics to measure success of onboarding and contribute to solutions driving greater efficiency for team processes and workloads

What success looks like:

Training completion rates
Post-training assessment scores
Time to proficiency
Employee satisfaction with training
Support quality metrics
Trainer effectiveness ratings
Achievement of onboarding milestones
Conversion rate of new hires to full-time

What you’ll bring:

Bachelor’s degree in Education, Communications, Human Resources, or a related field (or equivalent work experience)
3–5 years of experience in training, learning & development, or customer support leadership
Proven experience designing and delivering training programs for frontline support teams
Strong understanding of adult learning principles and instructional design methodologies
Excellent communication, facilitation, and presentation skills
Proficiency in using Learning Management Systems (LMS) and e-learning tool
Ability to analyze performance data and translate insights into actionable training plans
Strong organizational and project management skills, with attention to detail

The target base salary range for this position is $97,325 - $114,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
Employer sponsored 401(k) match of up to 2% for retirement planning
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
We offer competitive paid time off policies including vacation, sick leave and company holidays.
At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
Up to $1,000 Professional Development Reimbursement a year.
$200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health:

Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.

Original Job Description

Care Support Training Manager

New York (Hybrid)

Our mission: to eliminate every barrier to mental health.

What you’ll do:

Partner w/ Operations Enablement and Care Support functional area leaders on curriculum design & development
Track new hire onboarding and ensure that each new team member successfully completes training in core clinical, compliance, and technical areas
Revise and maintain the standard team new hire onboarding template with up-to-date and relevant content, and partner with the new team member’s manager to track phases of training, shadowing, and knowledge acquisition during the first X weeks of onboarding
Ensure each new hire is assigned an onboarding buddy and serves as the manager and/or onboarding leadership guide for these experienced team members during the mentoring process
Ensure that team members who function as new hire mentors are following a consistent training plan and meeting the success metrics needed for effective training
Create standardized knowledge checks to be administered during onboarding, to ensure each new team member receives a consistent level of support and familiarity with processes before assuming progressive member-facing responsibilities
Contribute content to the Care Support weekly training newsletter, in collaboration with the Operations Enablement team and clinical leadership
Identify ongoing gaps that would benefit from training and quality improvement, to promote the best clinical and member support practices
Assist with creation of Standard Operating Procedure documents as well as other training and reference materials
Track metrics to measure success of onboarding and contribute to solutions driving greater efficiency for team processes and workloads

What success looks like:

Training completion rates
Post-training assessment scores
Time to proficiency
Employee satisfaction with training
Support quality metrics
Trainer effectiveness ratings
Achievement of onboarding milestones
Conversion rate of new hires to full-time

What you’ll bring:

Bachelor’s degree in Education, Communications, Human Resources, or a related field (or equivalent work experience)
3–5 years of experience in training, learning & development, or customer support leadership
Proven experience designing and delivering training programs for frontline support teams
Strong understanding of adult learning principles and instructional design methodologies
Excellent communication, facilitation, and presentation skills
Proficiency in using Learning Management Systems (LMS) and e-learning tool
Ability to analyze performance data and translate insights into actionable training plans
Strong organizational and project management skills, with attention to detail

Benefits provided by Spring Health:

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
Employer sponsored 401(k) match of up to 2% for retirement planning
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
We offer competitive paid time off policies including vacation, sick leave and company holidays.
At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
Up to $1,000 Professional Development Reimbursement a year.
$200 per year donation matching to support your favorite causes.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health:

Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

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