(Remote – U.S.)
🧾 About the Role
Headway is on a mission to make mental health care more accessible, and they’re looking for a Customer Care Systems Lead to help scale that vision. In this technical, high-impact role, you’ll optimize the CX tech stack, manage integrations, and drive system-wide improvements that empower agents and improve the provider and patient experience. This is your chance to build the future of mental health care support—efficient, intuitive, and human-first.
✅ Position Highlights
• 💰 Salary Range: $97,240 – $143,000 (based on experience and location)
• 📈 Compensation: Performance-based bonuses + Equity Grant
• 🏠 Remote: 100% Remote (U.S. only)
• 🏥 Benefits: Medical, Dental, Vision, HSA/FSA, 401(k), Equity, Flexible PTO, Therapy & Fertility Reimbursement, Parental Leave, and more
• 📆 Schedule: Full-Time | Flexible hours
• 🧠 Industry: Health Tech | Mental Health | Series D Startup
• 🌎 Company Size: 45,000+ providers, 1M+ patients served
📋 What You’ll Own
• Lead and manage end-to-end technical projects across the CX tool stack
• Oversee daily operations and ensure system SLAs are met
• Evaluate and implement new CX tools and optimize existing ones (Zendesk, Playvox, MaestroQA, etc.)
• Own platform architecture, configuration, automation, and integrations
• Identify and resolve system issues using data to quantify and prioritize impact
• Automate workflows to improve team productivity and reduce customer friction
• Partner cross-functionally on broader initiatives affecting support outcomes
• Support enablement by helping drive adoption and efficiency within the team
🎯 Must-Have Traits
• 3+ years working in a CX/Customer Support environment
• Proven experience with Zendesk, QA platforms, and CX systems integration
• Strong project management and technical implementation skills
• Ability to translate business problems into efficient technical solutions
• Creative, analytical thinker with a bias toward action
• Comfortable navigating ambiguity in a fast-paced, high-growth environment
• Deep empathy for the user experience—internal and external
• A desire to innovate, optimize, and build smarter systems
💻 Remote Requirements
• Must be located and authorized to work in the U.S.
• Ability to manage cross-functional communication and tech coordination remotely
• Strong self-motivation, time management, and collaboration skills
💡 Why It’s a Win for Remote Tech Ops Talent
At Headway, your work will make therapy more affordable for millions. You’ll lead systems that impact real people, every day. Join a mission-driven team backed by top-tier VCs, equipped with autonomy, equity, and room to grow—while improving mental healthcare at scale.
✍️ Call to Action
Ready to build systems that support healing? Apply now to join Headway and be part of a new mental health care model powered by empathy, tech, and purpose.