Team Lead of Remote Advocates - Member Success

Who are we and why should you join us?

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world's largest online therapy service - providing affordable and convenient therapy in 210 countries and over 60 languages across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we're not stopping there - as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.

As a Team Lead of Remote Advocates for Member Success at BetterHelp, you'll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We seriously invest in our team's well-being and professional development, because we know that business and individual growth go hand-in-hand.

At BetterHelp, you'll carve your own path, make an immediate impact, and be challenged every day - with a supportive community behind you the whole way.

What are we looking for?

BetterHelp is looking for a Team Lead of Remote Advocates for Member Success who will manage a remote team that is driven to support our conversion and retention efforts.

What will you do?

• You will lead and inspire 12-15 team members from across the U.S
• You will contribute to various team initiatives, including Service Recovery, internal Quality Review and handle specialized. interactions as assigned.
• You will respond to a minimum of 200 member inquiries per week to stay informed and ignite further change .
• Work schedule determined by business need, weekend day may be required.

Defined Success KPIs

Performance for this role will be assessed by the following:

• 100% Completion of Service Recovery Review and necessary outreach to win back member trust.
• 100% Completion of assigned internal Quality Review for training purposes.
• 100% Completion of 10 internal Quality Review Evaluations, per team member, per week.
• Achieve a team RES (Retention Effort Score) of 90%.

What will you NOT do?

• You will NOT worry about funding. We have startup DNA, but we're fully backed and funded by our parent company, Teladoc Health.
• You will NOT be confined to your "job". We believe in nurturing employees' interests and passions - even if some of them lie outside of your core responsibilities.
• You will NOT be bogged down by office politics, egos, or bad attitudes. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get burned out. We work hard, but we also believe in maintaining sustainable work/life balance. Seriously.
• You will NOT have to wonder why you're doing the work you're doing. Our day-to-day operations translate into people getting the help they need.