Tech Operations Lead (Remote Position)

Remote Position

Technology Operations

Full Time

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Equip is a virtual program helping families recover from eating disorders at home with comprehensive, gold-standard care created by experts in the field and people in recovery. Equip’s five-person care teams include dietitians, physicians, therapists, and mentors who deliver wrap-around support to provide families healing and lasting recovery.

We created Equip to increase access to evidence-based treatment for all people affected by eating disorders. In line with this mission, we are committed to partnering closely with insurance companies and ensuring our team, patients, treatment, and brand reflect the diversity of those affected by eating disorders.

About the role:

As a Tech Operations Support Analyst, your responsibilities will be split between supporting our Equip web based applications and supporting the Tech teams 3rd party systems as an administrator. In addition, this position will have responsibilities assisting with improving support metrics, increasing security and auditability of our 3rd party systems, improving internal processes, and making the customer experience top notch for our patients and familiesThe ideal candidate will have a strong customer service background, a strong desire to learn Equip’s platform, and have an ability to investigate, understand, and explain technical aspects of software to technical and non-technical individuals.

Responsibilities

  • Handle basic inbound/outbound support issues via emails and phone calls
  • Assist in creating, observing and adapting metrics to measure overall Support team performance
  • Collaborate with Support Leadership to shape Support’s workforce planning
  • Assist with release management 
  • Work cross-functionally with other teams to report, manage, and resolve critical issues
  • Administer internal and external customer facing technologies
  • Document Support policies and processes
  • Identify and track trends and feedback from customers around Support experience
  • Manage quality assurance program to optimize Support team efficiency
  • Aid with special projects and have opportunities to assume increased responsibility
  • Requirements

  • At least 6+ years of experience in an analytical and operational role, ideally with Customer Support Operations
  • Strong self developer and individual contributor
  • Experience administering or using support ticketing systems such as Jira, Helpscout is a plus
  • Ability to develop and deliver creative business solutions for complex problems
  • Excellent verbal and written communication skills and presentation skills
  • Excellent problem-solving skills
  • Ability to anticipate problems and plan how they should be handled
  • Excellent project management skills and the ability to collaborate across teams
  • 3+ years of experience developing custom reports, advanced reports, and dashboards
  • Exceptional technical aptitude to identify trends within data
  • Effectively able to work in a fast-paced environment
  • Benefits

    Competitive salaries and bonuses, remote work, generous paid time-off, paid holidays, health benefits, career development opportunities, and exciting team retreats are among the myriad benefits you'll experience while working at Equip.

    Equip is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.