Manager, Support & Escalations

Founded by Arianna Huffington in 2016, Thrive Global is a leading behavior change technology company with the mission to improve productivity and health outcomes – one Microstep at a time. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 200 organizations in over 160 countries, from frontline and call center workers to executives at multinational companies. For more information, visit www.thriveglobal.com.

As the Manager of Support & Escalations, you will lead a team dedicated to delivering exceptional customer support and resolving escalated issues. You’ll manage escalations of all levels, ensuring swift and positive outcomes, including high-profile or sensitive customer matters. In this role, you will not only resolve immediate issues but also identify, develop, and execute strategies to improve overall customer satisfaction and response times.

You will be responsible for managing the communication and reporting of our Service Level Agreements (SLAs) with customers. Additionally, you can provide input in customer meetings, understanding & comfortable in speaking to our technical architecture, security protocols, and AI policies.

Your team will also play a key role in our quality assurance (QA) process, providing valuable feedback that directly influences product development, especially in key customer support areas.

If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.

How You'll Contribute:

• Lead our Customer Support and Escalation team, providing guidance, mentorship, and support as a player-coach to ensure the team's success and alignment with business goals and Thrive’s vision and mission.
• Manage the resolution of high-profile and escalated customer issues, acting as the primary customer contact
• Work collaboratively and foster strong relationships  with Sales, Product, Engineering, and Customer Success teams to resolve systematic issues and drive org-wide improvement projects.
• Use data-driven insights to spot trends and areas in need of improvement. Through direct action, or working with other teams, improve and enhance our customer support and improve customer satisfaction.
• Contribute to product quality through QA & early feedback during product development, with a focus on high quality and product improvement.
• Provide input & guidance in customer facing meetings on our technical architecture, security, and AI policies.

Must Haves:

• 5+ years in customer support and managing escalations, in a technical environment.
• 1+ years people management experience.
• Strong leadership skills, with the ability to mentor and guide a support team.
• Excellent communication skills, able to confidently speak to customers and break down complex technical topics into easily understandable points.
• Demonstrated ability to build cross-functional relationships and drive strategic projects.
• Data-driven mindset with experience in automation, trend analysis, and support metrics.
• Strong understanding of technical architecture, security policies, and AI systems.
• Ability to manage multiple priorities, from customer escalations to strategic roadmap initiatives.
• Passion for quality and product improvement through hands-on QA involvement.
• Availability to work set hours  in accordance with customer support service level agreements with customers

What We Offer:

• Being part of a mission-driven company that’s truly making a difference in the lives of people around the world
• Ability to develop within the company and shape our growth strategy
• A human-centric culture with a range of wellness perks and benefits
• A competitive compensation package
• Medical, dental and vision coverage + 401k program with company match
• Generous paid time-off programs

Compensation for this role depends on level, and will likely fall in the $74,000-140,000 range. We provide a competitive mix of salary, performance bonus, and equity.

Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.

Thrive is proud to ensure equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state or local law.

Thrive is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Thrive’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.