Our Company

Cerebral is a one-stop shop for high-quality mental health care.

Since launching in January 2020, we have gone from 5 people in an off brand WeWork to over 2,000 team members across the United States working hand in hand to transform access to high-quality mental health care at scale. Our team will not stop building, growing, and iterating until everyone, everywhere can access high-quality mental health care without the high cost, wait times, and stigma.

We recently became the fastest mental health company ever to unicorn status, having raised over $162 million and achieved a valuation above $1.2 billion. Cerebral’s investors include Silver Lake, Access Industries, Bill Ackman, Chris Burch, WestCap, and Oak HC/FT.

It is just the beginning for Cerebral, and we need your help as we transform access to high-quality mental health care in the United States and beyond.

The Role:

This role will lead and grow our team of 200+ customer support team members who ensure that Cerebral customers have the best experience possible.  You are responsible for the front-line customer experience, always identifying and driving customer satisfaction improvements. Your team will evaluate our customer service priorities, policies, and processes and evaluate their impact to overall customer satisfaction and retention. Through your leaders, your team will execute the customer experience vision and ensure that our frontline employees have what they need to be successful. The role will create an environment for continuous improvement and innovation that delivers the best healthcare experience and outcomes for our clients.

Who are you? Great question. You love to build and optimize operations. You use data to make decisions. You can create and drive a long-term strategy. But you’re not all strategy. You’re willing to roll up your sleeves and get your hands dirty. You have a deep understanding of the customer service and customer care in direct to consumer businesses.  You understand how to scale a large organization and can manage a complex operation equally through vision and KPIs. Most importantly, you are driven by a desire to advance the patient experience in the healthcare space.

Responsibilities:

• Lead Cerebral’ team of 200+ customer service professionals who serve our clients over the phone, email, text, and messaging apps to deliver superior quality of care
• Develop and manage a strong organization through the hiring of diverse and skilled talent, strong performance management and personnel development, and clear goal setting and results tracking.
• Oversee all operational activities across the customer service team including hiring, performance management, KPI goal setting and monitoring, process improvements, CRM management and vendor relations with our third party customer service solution partners  
• Process Optimization - Delve into processes, procedures, training, CRM data and other materials to identify and execute improvements to increase team productivity and efficiency
• Analytics - Gather and analyze various sources of data from our systems and CRM to  identify customer and/or agent friction points then execute changes in order to facilitate the excellent customer experiences. Metrics include such measurements as phone and/or IVR reporting, contact rate and reasons, financial trends, channel utilization (e.g. phone; messaging; chat; etc.), and customer satisfaction trends and optimization opportunities
• Lead the development of strategic plans to ensure we have a path for continuous improvement in customer experience and overall customer satisfaction.
• Sit on the leadership team for Cerebral as the representative of our customer service  team, reporting to the COO

Qualifications:

• 8+ years of experience in a leadership role of direct to consumer customer service teams
• Have managed an organization of at least 50+ across multiple locations and levels, ideally 100+
• Possess an incredible ability to develop talent and bring out the very best in your teams
• Demonstrated experience creating, evaluating, and improving processes that enable a customer success organization to scale and deliver tangible business benefits.
• Strong sense of urgency and the ability to make decisions quickly, thrive in a fast-paced, high-energy, demanding, and team-oriented environment, with the flexibility to adapt to changing market situations.
• Thorough knowledge of resource allocation, demand, and capacity planning.
• Experience working with internal product / development teams to influence future product releases based on customer feedback.
• Experience working with and optimizing CRM processes (Zendesk experience a plus)
• Excellent oral and written communication skills
• Ability to shift between projects and priorities effectively required.
• Working knowledge of the healthcare industry
• Experience in high-growth environments or companies preferred.