Colleges and universities trust TimelyCare to provide complete clinical care, advanced technology, and expert guidance to support students, faculty, and staff. Let’s work together to create a healthier campus through a connected system of care.

Industry: Mental Health Care
Company Size: 201-500 employees

TimelyCare

Savvy Admin PROD

IT Support Specialist

**TimelyCare**

TimelyCare is a clinically accountable virtual care provider built specifically for education. Trusted by nearly 500 campuses across the U.S., TimelyCare combines URAC-accredited clinical standards with a measurement-based approach and a partnership-first model to help institutions champion well-being with clarity, accountability, and real-world impact. Through a seamless, easy-to-access platform, TimelyCare offers a comprehensive range of services, including a crisis line, mental health counseling, on-demand emotional support, medical care, psychiatric care, health coaching, success coaching, basic needs assistance, faculty and staff guidance, peer support, and self-guided wellness tools. TimelyCare drives clinically validated improvements in depression and anxiety, supporting healthier learning environments.

**The Role**

TimelyCare is on the lookout for an **IT Support Specialist I ** to join our pioneering virtual health and wellbeing company. In this role, you'll be pivotal in offering top-notch technical support to end users via phone, email, and chat. Your key responsibilities will include troubleshooting and resolving a wide array of IT issues, from hardware and software to networking and system challenges. You'll be instrumental in documenting technical processes, guiding users through solutions, and escalating complex problems to higher support levels. Additionally, you'll assist in software installations, updates, and the creation of training materials.

This role is ideal for someone who is solution-oriented, possesses strong communication skills, and thrives in a dynamic, fast-paced environment. If you're passionate about leveraging technology to transform healthcare delivery and excel in customer service, TimelyCare offers an exciting opportunity to develop your skills and make a significant impact in a growing company dedicated to improving virtual healthcare services.

**Location**

This is a Hybrid role. We are looking for someone who can commute to our office located in Fort Worth, Texas 3 days a week.

**What You’ll Do**

- Serve as the first point of contact for all IT service desk requests via JSM, email, Slack, and phone

- Triage, classify, and prioritize incoming tickets to meet established SLAs

- Troubleshoot and resolve hardware, software, networking, and system issues across macOS and Windows environments

- Assist with employee onboarding and offboarding IT tasks as needed

- Assist with basic Jamf and Intune administration including device enrollment, policy verification, and compliance checks

- Support identity and access management tasks in Okta such as MFA resets, group assignments, and application provisioning

- Maintain accurate asset management records for all endpoint devices

- Document solutions, update knowledge base articles, and contribute to internal support documentation

- Escalate unresolved issues with clear documentation of troubleshooting steps taken

- Monitor and maintain computer systems, peripherals, and conference room technology

- Support department goals, objectives, and projects as assigned

**What You Bring**

- High school diploma required; associate degree or relevant certifications preferred

- 1+ years of experience in an IT helpdesk or desktop support role

- Experience supporting a remote or hybrid workforce, including remote troubleshooting and virtual support delivery

- Experience troubleshooting hardware, software, and connectivity issues across macOS and Windows

- Familiarity with identity and access management platforms (Okta preferred)

- Familiarity with endpoint management tools such as Jamf or Intune

- Experience with ITSM ticketing systems (Jira Service Management preferred)

- Strong customer service orientation with clear, professional communication skills

- Ability to prioritize and manage multiple requests in a fast-paced environment

- CompTIA A+ or ITIL Foundation certification preferred

**Benefits + Perks**

- Paid Company Holidays + No work on your birthday!

- Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community

- Variable bonus eligibility on a quarterly basis

- Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance

- Company-paid group Life Insurance + Company-paid Short Term Disability

- Concierge benefit support services

- 401(k) with employer match

- Free access to TimelyCare virtual medical and mental health support

- Mission-Driven Purpose with a Supportive Team Culture

~~The salary range for this opportunity is $45,000-$50,000 per year, depending on education and experience. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process.~~

TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

IT Support Specialist I

**TimelyCare**

TimelyCare is a clinically accountable virtual care provider built specifically for education. Trusted by nearly 500 campuses across the U.S., TimelyCare combines URAC-accredited clinical standards with a measurement-based approach and a partnership-first model to help institutions champion well-being with clarity, accountability, and real-world impact. Through a seamless, easy-to-access platform, TimelyCare offers a comprehensive range of services, including a crisis line, mental health counseling, on-demand emotional support, medical care, psychiatric care, health coaching, success coaching, basic needs assistance, faculty and staff guidance, peer support, and self-guided wellness tools. TimelyCare drives clinically validated improvements in depression and anxiety, supporting healthier learning environments.

**The Role**

TimelyCare is seeking a **Director, Customer Marketing ** to lead a high-impact team responsible for driving both student engagement and institutional customer retention across our partner campuses.

This leader will be accountable for the full lifecycle – from awareness to engagement to advocacy – of both student members and campus decision-makers. The ideal candidate brings expertise in lifecycle marketing, retention strategy, and higher education partnerships, and will lead programs that drive student awareness, engagement and utilization; reduce partnership churn; and help our partner universities realize continued value over time.

**Location**

This is a remote position. Reviewing candidates across the country.

**What You’ll Do**

**Customer Retention Strategy (B2B Focus)**

- Design and lead a comprehensive customer retention strategy that supports partner success and drives long-term institutional renewals.

- Partner with Customer Experience to identify at-risk customers, develop retention playbooks, and lead proactive marketing interventions.

- Launch and oversee Customer Advisory Boards and Product Feedback Councils to increase engagement, gather insights, and influence roadmap alignment.

- Develop marketing campaigns that support executive business reviews (EBRs) and clearly communicate product value and ROI.

- Own a customer referral and advocacy program that rewards engagement and amplifies satisfied partner voices in the market.

- Collaborate with Account Management and Customer Experience to embed marketing touchpoints into renewal, upsell, and expansion conversations.

**Campus Marketing (B2C Focus)**

- Lead the strategy to increase awareness, activation and adoption of TimelyCare services among students, faculty and staff.

- Create scalable, campus-specific engagement playbooks and plug-and-play marketing toolkits for partners.

- In partnership with Customer Experience, identify on campus event opportunities and drive the design and execution playbook.

- Oversee a content strategy tailored to student needs and aligned with key wellness moments and seasons that boost ongoing usage, health literacy and advocacy.

- Create and implement multi-channel campaigns, leveraging email, SMS, in-app push notifications, social media, campus activations, and paid media.

**Cross-Functional Collaboration**

- Serve as a strategic marketing partner to Customer Experience, Sales, Enablement, Product Marketing and Revenue Marketing.

- Embed marketing into contract renewal strategies and executive business reviews, leveraging data and storytelling to demonstrate the impact of strong student engagement.

- Ensure marketing strategies are aligned to partner contract expectations and goals, and mapped to customer journeys.

**Data-Driven & ROI-Focused**

- Establish key performance indicators (KPIs) for both member marketing & customer retention (engagement rate, adoption rate, church reduction, NPS).

- Partner with Analytics & Technology teams to develop and maintain reporting to track campaign effectiveness and influence over revenue outcomes.

- Use data and insights to continuously optimize marketing strategies (segmentation, A/B testing, campaign performance, utilization data).

**Leadership & Team Development**

- Lead and mentor a team of marketers focused on student engagement, retention, and university partnerships.

- Foster a culture of innovation, collaboration, and data-driven decision-making.

- Performs additional tasks and projects as needed to support the evolving needs of team objectives and company goals.

**What You Bring**

- At least 10 years of marketing experience with significant exposure to both B2B and B2C marketing, including 3–5 years in a leadership role.

- Bachelor’s Degree in Marketing, Business, Communications or related field. Masters preferred.

- Experience working in higher education, K-12, SaaS, digital health, or student services strongly preferred, with a deep understanding of the higher education ecosystem, including how student services are evaluated and renewed.

- Proven leadership in high-growth or startup environments, with a track record of successfully scaling marketing efforts and driving engagement.

- Expertise in customer lifecycle marketing, customer retention marketing programs and leveraging marketing as a strategic lever in renewal and expansion conversations.

- Expertise in B2C marketing strategies that drive student engagement and utilization.

- Experience in multi-channel marketing, including digital marketing, content strategy and event-based activations.

- Data-driven mindset, with strong analytical skills and a focus on performance measurement, optimization, and reporting.

- Experience with marketing automation tools (e.g., HubSpot, customer.io), CRM platforms (Salesforce, Gainsight), and analytics tools (e.g., Google Analytics).

**Who You Are**

- Passionate about health and wellbeing more accessible for students and institutions.

- Highly collaborative, with excellent communication skills and the ability to build strong relationships across internal teams and external university partners.

- Strategic thinker with the ability to translate big-picture vision into actionable, measurable plans.

- Comfortable navigating a fast-paced, remote first organization with evolving priorities, bringing creative, data-driven solutions to complex problems.

- A highly accountable, proactive leader who is comfortable balancing autonomy with strategic alignment to executive direction.

- Committed to diversity, equity, and inclusion, ensuring that marketing efforts reflect and support diverse student populations.

**Benefits + Perks**

- Paid Company Holidays + No work on your birthday!

- Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community

- Variable bonus eligibility on a quarterly basis

- Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance

- Company-paid group Life Insurance + Company-paid Short Term Disability

- Concierge benefit support services

- 401(k) with employer match

- Free access to TimelyCare virtual medical and mental health support

- Mission-Driven Purpose with a Supportive Team Culture

~~The salary for this opportunity is $155,000-$165,000 per year, depending on education and experience. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process.~~

TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Director, Customer Marketing

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