*About Headway*
1 in 4 Americans have a treatable mental health condition, but the majority of them don't get help because of access and affordability issues (80% of therapists don’t directly accept insurance). We're addressing this access problem by building a marketplace that deals with the messiness of insurance behind the scenes, so patients can get affordable in-person therapy covered by insurance.
We’ve raised funding from pre-eminent VCs (backers of Facebook, Linkedin, Slack, Uber, Oscar) and the nation’s most innovative digital healthcare entrepreneurs (founders of One Medical, Flatiron Health, Clover Health--plus the founders of Seamless and Giphy because who doesn't love delivery sushi and GIFs).
We're growing rapidly--we’re already the biggest therapy group in NYC, facilitating thousands of appointments--and in this role you’ll be the voice of our organization in NYC and as we expand across the US.
* The Role *
As the first member of our client operations team, reporting to our head of operations, you will be a critical part of making Headway a great experience for every one of our customers.
Headway makes therapy accessible and affordable for many people who have never been to therapy before. As the voice of Headway to our customers, you will ensure that everyone -- whether it’s their first time seeing a therapist, or their 100th appointment -- has a great experience.
In this role, you will not only represent Headway to our customers, you will also help shape what influence best practices at Headway. You will partner with our head of operations to figure out the best way to gracefully address and resolve client concerns at key moments in their lives. As the first member of this team, you will learn how to deal with unexpected situations and write the playbook for the team that will be built around you. You will work closely with our product teams to map and improve our customer journey, and closely with our head of operations to improve Headway’s client operations systems and processes.
*Ideal Candidate*
- 2+ years in a client-facing role (account management, sales, etc.)
- You can get the little things right, when it matters. We’re helping people with critical care at sometimes difficult periods in their lives. You go the extra mile to help our customers whether that means helping someone prepare for their first ever therapy session or understand complicated insurance benefits.
- You fix problems and take initiative. As the first member of a critical part of our organization, you don’t just solve the problem in front of you for one customer, you help Headway become better so that the customer problems you’re seeing stop being problems all together.
- You make people smile. You are warm and friendly and know how to connect with people whether in person, over the phone, or over email.
- You work hard. You know that sometimes doing what’s best for Headway’s customers is going to take going the extra mile, whether that’s a call to their insurance company, a conversation with their therapist on their behalf, or something completely unexpected.
- You want to learn and grow. You view this role as an opportunity to learn from a bright and talented team and are excited to take on more responsibility at Headway over time.
- You believe in our mission. You want to work for Headway because you believe in the importance of affordable and accessible mental health care, for everyone.
*Compensation*
- Competitive salary, very competitive equity, and robust benefits.
- As a mental health health company, we value mental health! While we work very, very hard for our mission, we don’t valorize working hard just for the sake of it. If you need a WFH day or to head to the gym to clear your head, we support you and won’t question your conviction in our mission.