Client Success - Operations Specialist

About Daybreak Daybreak Health ( www.daybreakhealth.com ) is building the leading digital mental health system for youth.
Our mission is to create a world where every young person benefits from mental health support. Our mental health system removes all barriers to effective care for young people: we create easy access through our school and pediatrician partners, deliver effective care through evidence-based online therapy that is integrated with technology, and bring consumer cost to zero through our funding partnerships with government agencies and health insurance.
Over the next 5 years we plan to serve more than 25 million youth who need mental health support. We’re a YC-backed company that raised its Seed from Maven Ventures and raised our Series A from Lightspeed Ventures (a Top 10 VC) in early 2022. We’re a rocketship, with our revenue more than tripling between July and November of 2021 in California, and more acceleration in sight. We’re hiring for critical roles now to have an even bigger 2022 and expand nationally. As a team , we are all aligned with our North Star mission. We collaborate and execute incredibly well by doing more with less (we value efficiency and output over hours worked!) and we communicate clearly using writing (vs. unnecessary meetings). We are fully remote with team members across the country, and will stay that way.
We value mental health: the willingness to be vulnerable is a requirement to join Daybreak.
We have regular mental health days (at least once per quarter!).
Last but not least, we value fun and hold regular virtual and in-person activities.
The Role This position is within the Client Success and Operations team and reports to the Senior Director of Client Success and Operations. T he role involves supporting the development of internal business processes and systems infrastructure to enhance client-facing operations. The goal is to improve efficiency by understanding business needs and creating solutions through collaboration across departments. The position also requires providing technical support to internal teams, triaging advanced cases to relevant teams, and working in staging environments (Salesforce) to enhance client initiatives such as automation and flow enhancements.
Responsibilities Troubleshoot and provide tier 1 technical support to internal teams Triage advanced cases to backend teams (E.g. Product and Engineering) Work in a staging environment (Salesforce) to build out and/or enhance client success initiatives (e.g. automation, flow enhancements, etc.) Maximize the department's efficiency by optimizing daily operations and resources Communicating with clients via Salesforce, email and SMS Coordinating with Engineering for testing bug fixes and enhancements Must be confident in running cross-functional meetings with moderate supervision Update or create documentation for updated business processes
Qualifications
Required: High School Diploma; at least 2-3 years of relevant experience directly related to the duties and responsibilities specified.
Advanced verbal and written communication skills
Self motivated; ability to work with minimal supervision Strong project management skills with a demonstrated ability to manage relationships across cross-functional teams.
Skilled in developing or evaluating/editing business process and procedure documentation Strong in problem solving and critical thinking to resolve complex issues that arise
Nice to have, but not required: Highly preferred : Certified Salesforce Administrator and/or experience with creating or enhancing workflows within the Salesforce system 1- 2 years of customer facing experience
Experience in the mental health or healthcare space Experience with Excel or Google Sheets
Compensation The compensation for this role includes a salary range of $65,000 to $78,000, depending on experience. Daybreak Health also offers a comprehensive benefits package that includes medical, dental, vision, and 401k, a flexible remote-first working environment, parental leave, unlimited paid time off (with a minimum of 3+ weeks off per year), and regular company mental health days.
Daybreak Health is an equal opportunity employer, committed to creating a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.
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