Director, Support Services

Join Wellist: Make a Tangible Difference in People’s Lives

At Wellist, we believe that everyone deserves personalized, compassionate support during life’s most challenging moments. We are looking for a dedicated, results-oriented leader to join our mission of making life easier for patients, employees, and their families. In this role, you’ll oversee Wellist’s Support Center, connecting users with essential resources—from dog walkers for those recovering from surgery to financial aid for employees who need some extra support.

Why This Role Matters

As a key member of the Wellist team, you’ll play a vital role in ensuring we deliver exceptional service to every user, enhancing their wellbeing and strengthening our client partnerships. You’ll lead a dedicated team of Support Specialists in Boston and Patient Ambassadors in Connecticut, collaborating to provide personalized support tailored to individual needs.

Context:

• Patient Ambassadors engage with users one-on-one in hospital settings, identifying the most beneficial resources for them.
• Support Specialists curate comprehensive, personalized resource lists and manage inbound and outbound calls from 9am-8pm EST, ensuring that every user receives the support they require.

What You Will Do

• Work Planning: Manage employee schedules and assign daily workloads to ensure all client commitments are met with excellence.
• Daily Performance Review and Coaching: Review individual and team metrics each morning to ensure performance aligns with client requirements (e.g., answer rates, enrollments). Provide real-time coaching during team stand-ups and one-on-ones to drive continuous improvement.
• Quality Assurance and Employee Development: Shadow calls and in-person Ambassador interactions to uphold high-quality service standards. Review communications for accuracy and alignment with Wellist’s values. Identify areas for improvement and establish individualized development plans as necessary.
• Resolve User Escalations with Empathy: Act as the escalation point for complex user issues, delivering effective and compassionate solutions that ensure high satisfaction.
• Hands-On Coverage: As part of our small, agile team, provide daily backup coverage in our call center. As a player/coach, be prepared to directly cover call center or Ambassador shifts as needed, ensuring seamless user support at all times.
• Onboarding New Hires: Oversee the hiring, onboarding, and training of new support team members, as we anticipate doubling the team in the coming year.

What You’ll Bring

• Proven Experience in Early-Stage, High-Growth Environments: You have at least 5 years management experience in a call center/customer support role within a lean, dynamic environment. You understand the unique challenges and opportunities of scaling teams in resource-constrained environments and you are dedicated to delivering exceptional results. Experience managing both in-person and remote teams is a plus.
• Background in Care or Concierge Service Settings: You come from healthcare, employee care, or a wellness background, where non-transactional, high-touch service is the norm. You understand how to address whole-person needs and are committed to going the extra mile for users.
• Player-Coach Leadership Approach: As a hands-on manager, you dive into the details and have an eye for service excellence. You lead by example, actively engaging in the day-to-day operations while mentoring your team to foster a culture of excellence and compassion.
• Commitment to Delivering Results: You take a craftsman’s mindset to over-deliver on commitments on users, clients and one another.

Location: Full-time, on-site in the Back Bay neighborhood of Boston, MA, with up to 8 weeks of travel to client sites throughout Connecticut.

If you are energized by meaningful work and driven to provide exceptional support to individuals in need, we invite you to apply and join Wellist in our mission to make life easier for those we serve!