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Talkspace
Talkspace
201 – 500 Employees
H1B Visa SponsorConsultingeCommerceHealthcare
Talkspace is a digital mental health company connecting people with licensed therapists and psychiatric providers through an online care platform. Its services support text, audio, and video therapy, along with medication management, and are designed for individuals, couples, and teens seeking care for a range of mental health needs. Talkspace’s team works at the intersection of healthcare and technology to make ongoing mental health support easier to access, including through partnerships with major insurance providers.
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Client Support Supervisor

Lead Talkspace’s client support representatives, coaching the team and overseeing service quality, performance, staffing, and operational improvements.

USUnited StatesNYNew York
$65,000 – $72,500 / year
RemoteFull-timeJuniorMiddleEnglish RequiredClient ServicesClient Services Representative

Description

  • Coach and develop client support representatives, reviewing their work and providing feedback to improve performance and quality.
  • Hold one-on-ones and performance reviews, support team morale, and encourage career growth.
  • Assign staff to specialist projects, oversee delivery, and assess results.
  • Report weekly on team productivity, service quality, emerging trends, and planned actions.
  • Track staffing through schedules and game plans, and recommend operational adjustments.
  • Help set performance targets and refine service-level agreements with stakeholders.
  • Create and carry out improvement plans for representatives who fall short of performance or quality targets.
  • Support representative hiring and help new team members reach full productivity.
  • Handle weekly payroll tasks and attend required leadership training.
  • Monitor CRM ticket inboxes and queues, oversee leadership queues, and maintain first-response times.
  • Route representatives to queues to keep backlogs from growing.
  • Record coaching outcomes in quality assurance software.
  • Stay current on policies, procedures, and customer feedback.
  • Investigate service disruptions, coordinate fixes, and keep support representatives informed.
  • Create and update service policies and customer support documentation.
  • Spot trends and recommend improvements to policies, procedures, tools, resources, and standard operating procedures.
  • Contribute to cross-department meetings with insights on customer and representative experiences.
  • Work with Specialists, Leads, Training, Quality, and Content teams to resolve escalations and keep knowledge resources effective.
  • Complete other related duties as assigned.

Requirements

  • A bachelor's degree from a four-year college or university.
  • At least two years of direct experience managing and developing contact center support representatives; telehealth experience is preferred.
  • Experience with Zendesk, Atlassian tools such as Confluence and Jira, Stripe, and Looker is a plus.
  • Strong computer and technology skills.
  • Excellent organizational and project management abilities.
  • Excellent written and verbal communication skills.
  • Demonstrated people leadership skills, including coaching, staffing, and planning.
  • Sound judgment and process improvement skills.
  • Ability to work independently, take initiative, and prioritize effectively.
  • Strong time management and a sense of urgency.
  • Experience managing and developing standard operating procedures.
  • Commitment to delivering an excellent customer experience.
  • Reliable, high-speed internet connection.
  • Knowledge of or experience with telehealth, telemedicine, or health plans.
  • Experience or strong interest in a fast-paced work environment.
  • Experience managing third parties or vendors.

Benefits

  • Medical, dental, and vision coverage starting on the first day.
  • Pre-tax HSA and FSA benefits.
  • 401(k) retirement savings plan with employer matching up to 4%.
  • Optional benefits, including disability, basic life, and pet insurance.
  • Monthly wellness stipend for mental and physical self-care.
  • Flexible paid time off and a remote-first work environment.
  • Regular team events, including wellness workshops and team-building activities.
  • Free access to Talkspace services for you and one household member, plus a friends-and-family discount.
  • Company-wide events.
  • Team happy hours.
  • Wellness perks.
  • Competitive benefits.

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