Clinical Operations

Spill

  • Full Time

To apply for this job please visit www.notion.so.

The company and product

We’re a remote-first tech startup (with an office in London) on a mission to rid the world of unnecessary emotional pain.

We allow employees to use wellbeing tools and content (if they’re feeling okay), ask questions to therapists over message (if they’re feeling a bit ‘meh’), and book therapy or manager training sessions in just three clicks (if they need more support).

It’s everything that the government services, private health insurance and employee assistance programmes aren’t: easy to access, designed to be used by everyone, and 100% un-intimidating. We’re proud to count among our list of clients progressive employers like Typeform, Huel, Depop and Citymapper.

How’s it been going so far? Since launching our product in January 2020, we’ve gone from 0 to over 300 paying companies in 18 months and we deliver over 2,000 therapy sessions per month.

The role and the work

Why we’re hiring for this role: We are hiring a Clinical Operations Manager to offer a best in class clinical experience to people who use Spill.

As well as supporting user to book with their favourite therapist, arrange more sessions and help with any queries, you will also be expected to think about how we scale the clinical ops work at Spill. A large part of this role is around ensuring that our customer operations maintain quality at scale. Spill offers a great experience for the 30,000 users and 250 customers that access Spill now. You’ll need to make sure that the same level of quality is there when Spill has 1,000,000 users and 10,000 customers. This means that you’ll need to put in place robust and thoughtful systems to work at scale.

You will work initially with the Ops team initially but will ultimately report into our Head of Clinical Service.

The ideal candidate

We care about experience, traits, and attitude. We also care about diversity — we want to receive applications from as wide a range of people as possible.

Experience

  • ✅ You have an educational background in psychology. You should have studied psychology at university and excelled in your studies.
  • ✅ You have 1+ years of clinical ops experience. This will likely be within a government service or other mental health organisation.

Skills

  • ✅ You can lead a workstream. At Spill you will have decision rights on how we shape the function. You will decide which trade-offs to make when juggling many different priorities. You will advocate for the function within the rest of Spill. If these statements excite you, that’s a good sign.

Traits and attitude

  • ✅ You are have customer empathy. You will need to advocate tirelessly for the customer and not be satisfied until they are.
  • ✅ You take decisions based on data. You track KPIs religiously and use them to spot issues and improve performance.
  • ✅ You are comfortable with occasional chaos and ambiguity. You take a proactive approach to these things. When there’s a lack of process you create it. When someone forgets to tell you something, you chase them until they do.

Red flags

A few signs you might not be right for the role.

  • ❌ You’re not that comfortable with data. At Spill we have a strong data culture. You won’t be building complex models but you should always have your KPI numbers on hand and be interested in finding the reasons behind trends you’re seeing.
  • ❌ You really want to manage a team. You won’t be managing anyone in the short- and medium-term: this role is for someone who loves doing, not overseeing.

The pay and the benefits

The salary for this full-time role is £30K + stock options

  • minimum 25 days holiday
  • day off for your birthday
  • Spill bank holidays
  • access to Spill therapists
  • mental health days
  • work-aways (currently not doing due to COVID)

For more on how we work at Spill and what to expect, take a look at our careers page.

The application process

  • 30 min video call to find out more about each other
  • a paired working exercise
  • a second paired working exercise
  • a few video calls to meet more of the Spill team

At Spill, we are committed to building a company that includes people from a variety of different backgrounds. We’re particularly interested in hearing from people from typically underrepresented groups in the tech industry💛

Job Overview