Own the clinical program for a distributed youth mental health provider network. Responsibilities include clinician quality and curation, coaching, complaint resolution, crisis and safety protocols, clinical escalations, documentation standards, chart audits, measurement-based care, and compliance with HIPAA, FERPA, consent, and payer requirements. The role also carries a small caseload and partners with company leadership, medical, operations, and product teams.

Provides bilingual customer support to students, parents, therapists, school counselors, and insurance partners. Owns support cases, resolves issues, identifies recurring friction, recommends product improvements, and builds CX processes and documentation. Collaborates with Operations and cross-functional teams to improve the mental healthcare experience. The role is hybrid in New York City and requires fluent Spanish and English plus at least two years of startup operations or customer experience experience.

Own strategic school and district partnerships, build trusted counselor relationships, drive student referrals, and improve engagement. Develop playbooks, metrics, dashboards, and AI-enabled workflows while collaborating with Operations, Product, Growth, and Clinical teams. Serve as the voice of school partners, resolve issues, and help build Marble’s customer success function from the ground up.