Director, Client Engagement and Support

At Two Chairs, we’re building a world where everyone has access to exceptional mental health care. We’ve brought together a remarkable team at the intersection of clinical care, design, and technology to change the way people find therapists who can help them.  We’re united by our personal experiences with the mental health care system and a desire to build a better one for everyone. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work, 2024 Fortune Best Workplaces in the Bay Area, and 2023 San Francisco Business Times Bay Area Best Places to Work.

Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.

Our Perks and Benefits:

To support you at work, we offer some fantastic perks and benefits that reflect our mission of self-care and support, including:

• Equity in a high-growth start-up
• Generous paid time off, plus 9 paid holidays and an additional Winter Office Closure from Christmas Day (Observed) through New Year's Day
• Comprehensive medical, dental, and vision coverage
• One-time $200 Work from Home reimbursement
• 401(k) Retirement savings options
• Annual $500 professional development stipend to support your professional development
• Annual $500 subsidized company contribution to your healthcare FSA or HSA
• Annual $500 wellness stipend to encourage and support a well-rounded and healthy lifestyle
• Paid parental leave

About the role

As Director, Client Engagement and Support, you’ll lead our Care Coordination team, which handles both inbound customer support requests and outbound calls to bring prospective clients into care. In addition to leading this team, the Director will serve as a champion internally for our client experience. This includes collaborating with cross-functional partners, including Product, Engineering, Clinical Care, Care Operations, Marketing and Business Development.

You'll be responsible for defining and leading our strategy for client experience, including client growth & conversion, and partnering with cross-functional teams on projects that impact Care Coordination.

Core Areas of Responsibility

• Care Coordination Leadership (55%)
  • Define and drive improvements for Care Coordination KPIs, including response times, handle time, CSAT, etc.
  • Foster a safe and motivating team environment through team meetings and 1:1’s
  • Proactively support the team with change management as we learn about and implement process and tooling updates
  • Own team Care Coordination team staffing model and identify opportunities to improve team efficiency
  • Manage Care Coordination team capacity and priorities, advocating for the team while balancing business needs
  • Represent Care Coordination on major cross-functional projects (launching in new states, implementing new payer partners, etc.) and serve as a liaison to the rest of the Care Coordination team
• Outbound Calling Capabilities (35%)
  • Establish outbound calling capabilities to enroll people into Two Chairs’ services
  • Define key metrics and management processes to measure performance and efficiency of the team
  • Evaluate existing technology platforms and define requirements for technology investments to support performance and scale
  • Collaborate with other departments, including marketing, business development, product, clinical and operations teams to ensure a cohesive approach to client service
• Client Experience Strategy (10%)
  • Share client experience data and insights across the company
  • Advocate for improvements to the client experience inside and outside of the therapy room
  • Lead cross-functional initiatives that impact client experience
  • Foster relationships with cross-functional stakeholders and partners, including Clinical Leadership, Product Development, Business D