Modern Health

• Own the full design process for features, from problem framing and discovery wireframes, research, visual design, prototyping, and handoff • Partner closely with product managers to deeply understand problems, shape requirements, and co-develop solutions • Design user-centered, accessible experiences grounded in member needs and informed by research, data, and clinical context • Create clear, detailed design specs and flows that address edge cases, error states, and diverse user paths • Work directly with engineers to ensure design intent is implemented accurately and collaborate throughout the build • Contribute to our design system to maintain consistency and quality across the product • Participate actively in design critiques, give and receive feedback, and help raise the bar for the team • Partner with and be mentored by senior designers on the team, bringing your perspective while learning from their experience on larger strategic projects • Engage with user research, conducting interviews with users, synthesizing insights and translating them into actionable design decisions • Balance user needs with business and clinical constraints, navigating trade-offs thoughtfully and communicating decisions clearly to cross-functional partners

• Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers • Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants • Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers • Conduct regular global account meetings to refine and align customer strategies • Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions • Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings • Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies • Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Provide local implementation support in conjunction with the US-based implementation team • Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs • Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers • Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success • Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks • Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

Role Description Day to day, you’ll support our SMB customers through scalable channels while designing and refining automated and AI-assisted journeys that enable clients to self-serve, allowing them to obtain support and configure Modern Health without reliance on 1:1 support. As part of the SMB Client Management team, you’ll drive program adoption, retention, and growth by improving our pooled model infrastructure and collaborating with cross-functional partners to enhance self-serve experiences and bring customer insights back into the roadmap. Ideal candidates have prior experience in client management or operational roles, are comfortable working in tools like Zendesk, and enjoy using data and experimentation to improve automation and self-serve experiences. You are a proactive self-starter who can independently identify opportunities to reduce manual work, improve response quality and consistency, and scale our impact—while staying grounded in our mission to expand access to mental health care. This role reports into the Director of Client Management. This position is not eligible to be performed in Hawaii. What You’ll Do - Provide frontline client support via Zendesk: respond to client questions and requests, triage and escalate as needed, leverage and improve macros/knowledge base content, and surface patterns and insights to drive timely, accurate resolutions. - Partner closely with the Rev Ops Associate to maintain, monitor, and enhance automated client journey programs that enable clients to self-serve. - Monitor customer health using data-driven metrics to identify and escalate risk, and uncover opportunities within accounts. - Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive successful adoption of Modern Health. - Manage escalations and complex client needs with patience, professionalism, and clear communication. - Organize and lead client product demos for members to drive understanding and engagement. - Support the SMB Client Manager by preparing data, insights, and materials for client conversations and strategic reviews. Who You Are - 2+ years in a support agent or similar client support role at a technology or healthcare company. - East Coast based (Eastern Time). - Experience working with cross-functional groups and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc. - Excitement for building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement. - Demonstrated ability to operate autonomously in a fast-paced environment, taking initiative with a strong sense of urgency. - Strong interpersonal, relationship-building, and listening skills. Bonus Qualifications - Experience using help desk software and remote support tools. - Previous HR, benefits or healthcare experience. Benefits - Medical / Dental / Vision / Disability / Life Insurance. - High Deductible Health Plan with Health Savings Account (HSA) option. - Flexible Spending Account (FSA). - Access to coaches and therapists through Modern Health's platform. - Generous Time Off. - Company-wide Collective Pause Days. - Parental Leave Policy. - Family Forming Benefit through Carrot. - Family Assistance Benefit through UrbanSitter. - Professional Development Stipend. - 401k. - Financial Planning Benefit through Origin. - Annual Wellness Stipend to use on items that promote your overall well being. - New Hire Stipend to help cover work-from-home setup costs. - ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more. - Monthly Cell Phone Reimbursement.

• Manage a portfolio of client accounts, serving as the face of Modern Health for our highest-priority customers • Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants • Partner and support sales initiatives by representing the Client Management role, organization and how we support and partner with customers • Conduct regular global account meetings to refine and align customer strategies • Partner with the Global Client Managers, if applicable, to ensure a consistent, cohesive approach across regions • Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings • Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies • Serve as the primary contact for global solution updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Provide local implementation support in conjunction with the US-based implementation team • Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs • Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers • Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success • Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks • Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

• Own end-to-end member lifecycle strategy across awareness, activation, engagement, and re-engagement stages • Develop and evolve omni-channel member campaigns (email, push, SMS, in-app) grounded in behavioral science and audience segmentation • Build and optimize automated consumer journeys using modern CRM/marketing automation platforms (e.g., Customer.io, Braze, Iterable) • Leverage AI-powered tools to accelerate personalization, improve segmentation, and scale content production — and help your team build fluency in using these tools effectively • Define and track member engagement KPIs; use data to continuously test, learn, and improve campaign performance • Partner with product and clinical teams to translate new offerings into compelling member-facing campaigns • Recruit, develop, and retain a high-performing member marketing team; establish clear roles, operating rhythms, and a culture of accountability and growth • Apply behavioral science principles to reduce drop-off in enrollment funnels and sustain long-term program engagement • Support market expansion and new product launches with integrated member marketing strategies

• Lead and provide practical, business-focused advice on healthcare regulatory issues • Counsel product, clinical, and operations teams on how to design, build, and launch products and features • Manage and coordinate U.S. and international regulatory reviews for new offerings and market expansions • Monitor and analyze legislative, regulatory, and rule-making developments in digital health and healthcare delivery • Serve as legal advisor on privacy and data governance, focusing on healthcare privacy and global privacy frameworks • Partner with Engineering, Product, Security, Clinical, and Marketing to assess privacy and security risks • Draft, review, and negotiate privacy and data terms in vendor, customer, and partnership agreements • Develop and maintain privacy policies, procedures, FAQs, playbooks, and training materials • Draft and advise on legal frameworks governing the ethical and compliant use of data for artificial intelligence (AI) • Advise on the legal and regulatory implications of AI/ML usage in mental health and wellness products • Help support Modern Health’s regulatory and compliance frameworks • Assess and prioritize regulatory, privacy, and compliance risk areas • Act as a thought partner to senior leaders and cross-functional stakeholders • Collaborate closely with other members of the Legal and Compliance team

• Serve as the national point of contact for key brokerage and consulting partners, while owning relationships across Midwest consulting firms, engaging senior stakeholders, subject matter experts, and lead consultants. • Drive growth by generating qualified opportunities through consultant partners Develop and execute strategic plans across a defined set of firms to ensure consistent referrals and advocacy for Modern Health. • Partner closely with Account Executives and Client Management to activate relationships, influence opportunities, and support a seamless client and renewal experience. • Build and deepen relationships across the brokerage and consulting ecosystem, while collaborating cross-functionally with Growth, Product, Clinical Care, and Operations to align on strategy and execution. • Lead compelling presentations and strategic conversations that elevate how partners and employers think about mental health, positioning Modern Health as a differentiated market leader.

• Provide technical leadership on a new team prototyping and experimenting with new AI features • Productionize and ship AI integrations into Modern Health’s core product • Collaborate with cross-functional teams to deliver product features on time • Stay up-to-date with the latest AI technologies and trends

• Design, build, and maintain scalable data pipelines and ETL processes to enable reliable data integration and analytics • Architect and implement robust data storage solutions, including data warehouses, data lakes, and databases • Partner closely with AI engineers, data analysts, and other cross-functional stakeholders to understand data requirements and deliver solutions that meet business needs • Optimize and tune data systems to ensure high performance, reliability, and scalability • Ensure data quality, accuracy, and integrity through rigorous testing, validation, and monitoring • Establish, document, and enforce data governance standards and best practices • Stay current on emerging data technologies and industry trends, and evaluate their applicability to our data platform • Troubleshoot and resolve data-related issues efficiently to minimize disruption and maintain trust in our data systems

Modern Health Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey. Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female-founded company in the U.S. to reach Unicorn status. More about our culture and what you can expect when you join the team: - “It Takes a Village” culture. Modern Health has a unique and unabashed culture centered around high empathy and high accountability - with a drive to win. We are energized by bringing together the best talent in the industry to achieve audacious goals focused on making mental health a strength and priority for all. - We have an obsession to win. We are highly ambitious and passionate about the work that we do. We take pride in delivering excellence and our personal best and we continuously innovate to uniquely solve our customers’ needs. - We are accountable and can rely on each other. We are a team and hold ourselves and each other accountable. We believe in transparent communication and continuous feedback to foster a culture of trust, reliability, and growth. - We demonstrate empathy. We have a supportive and diverse culture where we bolster and uplift each other as we pursue our lofty goals. We encourage selflessness and a willingness to support others, fostering a collaborative and respectful environment. - We exhibit a bias towards action. This is a fast-paced environment. We jump into problems and initiate solutions. We empower our people to make decisions and experiment, iterate, and repeat until we get it right. Modern Health is a fully remote workforce and a hyper-growth company that is often recognized for its excellence, winning awards such as World’s Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well-Being Trailblazer Award. To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—US based team members who live outside the Pacific time zone are expected to work at least six hours between 8 am and 5 pm Pacific time each workday. We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you! The Role: Join a mission-driven Provider Experience team that is focused on building an exceptional experience for our providers. The ideal candidate thrives in an environment where they are able to both help individual providers and build our operational processes that will enable the function to continue to scale. If you're someone who is empathetic, curious, and comfortable working across and building multiple systems in a rapidly changing environment, you should join us! We are a remote work company. This particular role is eligible for remote work from any of these states: - AK, AZ, AR, CO, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, WY What You’ll Do: - Respond to provider queries in a timely and accurate way via ZenDesk, ensuring they are set up for success so they can deliver quality care to our members - Identify provider needs and enable providers to use specific proprietary provider tools - Analyze and report on product errors (for example, by testing different scenarios or reproducing the provider experience) - Update our internal databases with information about both member and provider accounts, technical issues, and escalations - Share feature requests and effective workarounds with team members - Play a central role in managing and supporting our active provider network to deliver an exceptional provider experience - Develop a deep understanding of the Modern Health provider journey and the various support touch points along the way - Create, maintain, and improve on our tools, systems, and documentation related to provider support - Collaborate with cross-functional teams to identify process improvement opportunities - Complete process improvement projects as needed Your Experience: - - 2+ years in a customer-facing or support role (e.g., operations, customer support, client services, or provider operations), with primary communication via written channels such as email, ticketing systems, or chat. - Proven ability to translate complex or technical information into clear, user-friendly explanations for non-technical audiences, demonstrated through prior responsibilities such as: - Writing step-by-step troubleshooting guidance, FAQs, or help center content, or - Handling product/platform issues and explaining resolution paths in writing. - Demonstrated written communication skills, including: - Consistently accurate spelling, grammar, and punctuation, and - Ability to adapt tone to different audiences while maintaining professionalism and empathy. (Writing samples or a short written exercise may be requested as part of the interview process.) - Experience working in an SLA- and metrics-driven environment, such as: - Managing a personal or shared queue with defined response and resolution time targets, and - Tracking performance against KPIs (e.g., ticket volume, response time, CSAT, quality scores). - Evidence of balancing speed with quality, such as: - Meeting SLAs while maintaining low error rates or high quality review scores, and - Following documented processes and double-checking work before final submission. - Analytical and strategic mindset, with experience: - Identifying recurring issues or themes in tickets, data, or feedback, and - Proposing process, product, or documentation changes to reduce repeat questions or errors. - Collaborative working style, demonstrated by: - Partnering with cross-functional teams (e.g., Product, Engineering, Clinical, Operations) to resolve issues, and - Clearly summarizing problems, asking focused questions, and implementing guidance with minimal rework. - Comfort with tools and systems, including: - Using ticketing/CRM or operations tools (e.g., Zendesk, Salesforce, Jira, or similar), and - Learning new internal tools and workflows through documentation and self-directed exploration. Who You Are: - Structured thinker and a solution-oriented problem solver who has excellent organizational skills and loves checking things off your to-do list - Comfortable working across multiple technical systems and troubleshooting issues as needed - Takes initiative and likes to build things from scratch with little direction - Works well with different kinds of people and is great at building relationships, identifying group pain points, and improving them - Great Customer Service skills, Patient and composed when handling escalations and/or complex cases - Ability to thrive in a rapidly changing environment, continuously learn, and successfully manage projects with a sense of urgency Benefits Fundamentals: - Medical / Dental / Vision / Disability / Life Insurance - High Deductible Health Plan with Health Savings Account (HSA) option - Flexible Spending Account (FSA) - Access to coaches and therapists through Modern Health's platform - Generous Time Off - Company-wide Collective Pause Days Family Support: - Parental Leave Policy - Family Forming Benefit through Carrot - Family Assistance Benefit through UrbanSitter Professional Development: - Professional Development Stipend Financial Wellness: - 401k - Financial Planning Benefit through Origin But wait there’s more…! - Annual Wellness Stipend to use on items that promote your overall well being - New Hire Stipend to help cover work-from-home setup costs - ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more - Monthly Cell Phone Reimbursement Equal Pay for Equal Work Act Information Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role. Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information. Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. Pay Range $46,538—$54,740 USD Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.