CX Tooling Engineer

Company: Spring Health Mission: To eliminate every barrier to mental health.

Position Overview

Spring Health is revolutionizing mental healthcare with its clinically validated technology, Precision Mental Healthcare. We partner with over 450 companies, providing mental health services to 10 million people globally. We are seeking an experienced CX Tooling Engineer to join our Operations Department. This role is responsible for owning and optimizing support platforms, including Zendesk, Talkdesk, and middleware tools, to drive operational efficiency, enhance member and provider experiences, and ensure platform stability. You will work cross-functionally to design and implement scalable workflows, automation, and governance models. This is an opportunity to make a direct impact by improving the systems our teams rely on, focusing on agent efficiency, reducing operational costs, and supporting exceptional care delivery.

Employment Type: Full-time Reports to: Sr. Manager, Tooling and Engineering Travel: No regular travel required; occasional travel may be requested.

Key Responsibilities

Zendesk & Telephony Development

• Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency for the Operations Team. This includes AI-powered routing, automation, and self-service experiences.
• Develop and configure custom solutions in Zendesk, including automation, triggers, macros, custom apps, and middleware-based workflows (e.g., Tray.io, Zapier).
• Work with Talkdesk integrations to streamline communication processes, provide enhanced support experiences, and support global telephony operations with awareness of regional regulations and best practices.

Stakeholder Collaboration & Cross-Functional Support

• Collaborate closely with stakeholders across Operations, Product, and Engineering teams to understand business needs, gather requirements, and prioritize requests for tooling enhancements.
• Act as a subject matter expert on Zendesk capabilities, providing guidance and best practices to stakeholders.
• Partner with platform vendors (e.g., Zendesk, Talkdesk) to stay aligned on capabilities and roadmap developments.

Innovative Problem Solving

• Use data-driven insights to identify opportunities for process improvements and automation within Zendesk, Talkdesk, and associated tooling platforms.
• Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction, with a focus on cost reduction, scalability, and efficiency.

Project Prioritization & Management

• Manage and prioritize multiple requests for tool updates, enhancements, and fixes, balancing day-to-day needs with longer-term strategic improvements.
• Maintain clear communication with stakeholders regarding project status and timelines.

About Spring Health

Spring Health's mission is to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.