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About the Role

Talkspace is seeking an experienced Client Support Supervisor to lead and develop a team of client support representatives. This role is crucial for ensuring members have access to therapy by partnering with the healthcare payer ecosystem. The ideal candidate is passionate about mental healthcare and driving team success.

Responsibilities

Lead and develop a team of client support representatives, ensuring achievement of success metrics through work assessment and feedback.
Conduct 1:1 meetings and performance reviews to motivate direct reports, drive team morale, and foster career development.
Staff departmental specialty projects based on skill set and volume needs, overseeing execution and analyzing effectiveness.
Report on team production and quality performance weekly, identifying trends and action plans for improvement.
Monitor departmental staffing levels through scheduling and gameplan mapping, suggesting operational support changes.
Participate in the implementation of department performance metric targeting and refine SLAs with stakeholders.
Design and execute corrective action plans for underperforming representatives.
Participate in hiring support representatives and assist new hires with ramp-up.
Execute weekly payroll responsibilities.
Participate in assigned leadership training.
Actively monitor CRM ticket inboxes/queues to ensure required first response times are met.
Manage leadership CRM inboxes/queues, directing and answering tickets as needed.
Collaborate with department leadership on strategies to maintain queues and prevent backlog increases.
Optimize internal use of QA software for coaching conversation outcomes.
Assist client support staff with duties as required.
Maintain advanced working knowledge of departmental policies, procedures, and voice of customer.
Assist support representatives in investigating service interruptions, partnering with internal teams for resolution, and communicating solutions.
Assist with the development and implementation of company service policies and updates, drafting documentation as needed.
Identify trends in client outreach and recommend enhancements to departmental policy, procedure, and tools.
Work with representatives to develop pathways for surfacing trends and process improvement opportunities.
Participate in interdepartmental meetings, providing insight into end-user and client support representative experience.
Partner with department Specialists/Leads to resolve escalated support tickets.
Initiate cross-departmental communication to escalate and resolve customer issues.
Partner with Training, Quality, and Content teams to ensure adequate knowledge materials and resources.
Perform other related duties as assigned.

Requirements

A Bachelor's degree from a four-year college or university.
At least 2+ years direct experience managing and developing contact center support representatives, preferably in a telehealth environment.
Experience with Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker is a plus.
Outstanding computer and technology skills.
Superb organizational and project management skills.
Outstanding communication skills, both written and verbal.
Proven people leadership skills (coaching, staffing, planning).
Strong decision-making and process improvement skills.
Self-starter, able to work independently and prioritize effectively.
Excellent time management skill; strong sense of urgency.
Experience managing and developing standard operating procedures.
Passion for delivering a phenomenal customer experience!
Strong internet connection required.
Knowledge or experience with telehealth, telemedicine, or health plans is a bonus.
Experience (or strong interest) in working in a fast-paced environment is a bonus.
Experience with third parties/vendor management is a bonus.

Skills

Client Support
Team Leadership
Performance Management
Coaching
Staffing
Planning
Project Management
Organizational Skills
Communication Skills
Decision-Making
Process Improvement
Time Management
Standard Operating Procedures (SOP) Development
Customer Experience
Zendesk
Atlassian
Stripe
Looker
Telehealth
Telemedicine
Health Plans
Vendor Management

Location

Remote
Eastern Time

Work Type

Remote First Environment

Experience Level

2+ years direct experience managing and developing contact center support representatives

Education Level

Bachelor's degree

Salary/Compensations

$65,000.00 - $72,500.00

Benefits

Comprehensive Medical, Dental and Vision plans coverage since day one
Pre-tax benefits: HSA/ FSA
401k Retirement Savings Program with matching up to 4%
Voluntary benefits including disability, basic life or pet insurance, etc.
Monthly Wellness Stipend
Flexible PTO
Remote First Environment
Regular team events, including Wellness Workshops and Team Building Events
Free access to Talkspace products for you and one household member
Access to a friends and family discount

About the Company

Talkspace is the most comprehensive and convenient way to take care of your mental health and wellness, focused on providing quality mental health services on your own terms.
Our signature psychotherapy and psychiatry product connects individual users with a network of thousands of licensed mental health providers through an easy-to-use and HIPAA-compliant web and mobile platform.
With Talkspace, users can connect their dedicated provider via live video, text, or phone.
Our focus to help people feel better starts at Talkspace, where we connect and collaborate as a team to make the world a better place.
Fun company-wide events, happy hours, wellness perks, flex PTO, access to Talkspace products, and competitive benefits are just some of the ways we make Talkspace a great place to work.

Equal Opportunity

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce.
We encourage you to apply, even if you don’t meet every qualification, if you believe you could make a great addition to this team.
Come as you are and learn about the exciting opportunities on our team.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.
Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.
Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.
Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.