Client support supervisor

Our mission at Talkspace is to lower the barriers to mental healthcare. A critical piece to ensuring that everyone has access to therapy is partnering closely with the healthcare payer ecosystem to help our members get the care they need. Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Client Support Supervisor to join our Client Support team. This role would be responsible for leading and developing a team of client support representatives, ensuring their success from their first day at Talkspace through their entire journey. This includes assessing their work, providing feedback, and driving performance and quality to achieve outlined success metrics. We are looking for someone who has experience developing a team and wants to bring their talents into a “for purpose” space. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us to achieve our mission of bringing quality mental healthcare to all.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC

What You'll Do

Supervisor responsibilities

• Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined success metrics by frequently assessing their work and providing feedback aimed to maximize performance and quality.
• Conduct 1:1 meetings and performance reviews with direct reports to help motivate them in their daily workload, while also driving team morale, and fostering career development.
• Staff departmental specialty projects based on required skill set per focus area and volume needs; oversee the execution of duties + conduct periodic analysis of project effectiveness.
• Report on your micro team’s production and quality performance on a weekly basis, noting trends and discussing required action plans for performance improvement.
• Monitor departmental staffing levels through scheduling + gameplan mapping, suggest changes to help support daily operations, as needed.
• Participate in the implementation of department performance metric targeting; work with key stakeholders to refine SLAs as business goals shift.
• Design and execute corrective action plans for representatives not achieving outlined performance and quality metrics.
• Participate in hiring of support representatives and assist new hires to ramp to production within outlined timeframes.
• Execute weekly payroll responsibilities.
• Participate in leadership training, as assigned.

Tools

• Actively monitor all CRM ticket inboxes/queues to ensure teams are meeting required first response times.
• Effectively manage all leadership CRM inboxes/queues, directing and answering tickets, as needed.
• Work closely with department leadership on strategies to maintain queues, assigning representatives where needed, to prevent increases to backlog.
• Optimize internal use of QA software to record outcomes of coaching conversations for posterity and stakeholder visibility.
• Assist client support staff with duties where required.

Department Optimization

• Maintain advanced working knowledge of departmental policies, procedures, and voice of our customer (VOC).
• Assist support representatives to investigate client reports of service interruptions, partner with internal teams on a resolution and communicate to support representatives to quickly resolve customer service complaints.
• Assist with the development and implementation of company service policies and updates, draft documentation pertaining to customer service department activities, as needed.
• Identify ongoing trends seen within client outreach and recommend enhancements to departmental policy, procedure, and company tools + resources, as needed.
• Work with representatives to develop pathways for surfacing trends seen within client inquiries, opportunities for process improvement, and recommend ideas to improve SOPs.

Collaboration

• Participate in interdepartmental meetings, providing insight into our end user and client support representative experience, as needed.
• Partner with department Specialists/Leads to resolve escalated support tickets.
• Initiate cross-departmental communication and coordinate to escalate and resolve customer issues.
• Partner with Training, Quality + Content teams to ensure our knowledge materials + resources are adequate and allow staff to meet outlined performance expectations and service excellence standards.
• Perform other related duties as assigned.

About You

• 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, 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.

Bonus Points

• Knowledge or experience with telehealth, telemedicine, or health plans
• Experience (or strong interest) in working in a fast-paced environment
• Experience with third parties/vendor management

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 to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The base salary range for this role is between $65,000.00 and $72,500.00. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.

Why Talkspace?

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. Do you want to save the world? Come join us!

EQUAL OPPORTUNITY EMPLOYER

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.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?

Diversity

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

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

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

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.