Founded by Arianna Huffington in 2016, Thrive Global is a leading behavior change technology company with the mission to improve productivity and health outcomes – one Microstep at a time. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 200 organizations in over 160 countries, from frontline and call center workers to executives at multinational companies. For more information, visit www.thriveglobal.com.
As the Manager of Support & Escalations, you will lead a team dedicated to delivering exceptional customer support and resolving escalated issues. You’ll manage escalations of all levels, ensuring swift and positive outcomes, including high-profile or sensitive customer matters. In this role, you will not only resolve immediate issues but also identify, develop, and execute strategies to improve overall customer satisfaction and response times.
You will be responsible for managing the communication and reporting of our Service Level Agreements (SLAs) with customers. Additionally, you can provide input in customer meetings, understanding & comfortable in speaking to our technical architecture, security protocols, and AI policies.
Your team will also play a key role in our quality assurance (QA) process, providing valuable feedback that directly influences product development, especially in key customer support areas.
If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.
How You'll Contribute:
Must Haves:
What We Offer:
Compensation for this role depends on level, and will likely fall in the $74,000-140,000 range. We provide a competitive mix of salary, performance bonus, and equity.
Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.
Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.
Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.
Engineering
Remote (United States)
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