Support Operations Manager

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.

• 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

• 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

• 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

• 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

• 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

• Lead support reporting and analytics across all channels, including response times, resolution times, ticket volume trends,…