Client Support Supervisor

🕒 October 19

🗽 New York – Remote

🗽 New York – Remote

💵 $65k - $72.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

👻 Ghost score 1%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Talkspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🏥 Healthcare

👥 B2C

🤖 Artificial Intelligence

💰 $300M Post-IPO Equity - Talkspace on 2021-06

Healthcare • B2C • Artificial Intelligence

Talkspace is an online mental health platform that connects individuals with licensed therapists and psychiatric providers for therapy and medication management. The service offers a range of treatments (individual, couples, LGBTQIA+ therapy, teen and senior therapy, therapy for military and veterans, etc. ), unlimited messaging therapy, and psychiatry/medication management including common psychiatric medications. Talkspace accepts many major insurers (Aetna, Anthem, Cigna, Optum, TRICARE, Blue Cross Blue Shield, Medicare/Medicare Advantage), provides tools for clinicians and organizations, and offers AI-supported mental health features (Tee by Talkspace).

📋 Description

• Lead and develop a team of client support representatives, assessing work and providing feedback to maximize performance and quality. • Conduct 1:1 meetings and performance reviews, drive team morale, and foster career development. • Staff departmental specialty projects, oversee execution, and analyze project effectiveness. • Report weekly on team production and quality performance, trends, and action plans. • Monitor staffing levels through scheduling and gameplan mapping; suggest operational changes. • Participate in performance metric targeting and refine SLAs with stakeholders. • Design and execute corrective action plans for representatives below performance and quality metrics. • Participate in hiring support representatives and assist new hires in ramping to production. • Execute weekly payroll responsibilities and participate in assigned leadership training. • Monitor CRM ticket inboxes and queues; manage leadership queues and maintain first response times. • Assign representatives to queues to prevent backlog increases. • Use QA software to document coaching outcomes. • Maintain knowledge of policies, procedures, and voice of the customer. • Investigate service interruptions, coordinate resolutions, and communicate with support representatives. • Develop and implement service policies, updates, and customer service documentation. • Identify trends and recommend improvements to policies, procedures, tools, resources, and SOPs. • Participate in interdepartmental meetings and provide insight into end-user and representative experiences. • Partner with Specialists, Leads, Training, Quality, and Content teams to resolve escalations and maintain effective knowledge 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, 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. • 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 • Fun company-wide events • Happy hours • Wellness perks • Competitive benefits

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