Client Support Supervisor

🔥 15 hours ago

🗽 New York – Remote

🗽 New York – Remote

💵 $65k - $72.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.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

💼 Consulting

🏥 Healthcare

🛍️ eCommerce

Consulting • Healthcare • eCommerce

Talkspace is an online therapy platform that provides accessible mental health care through licensed therapists and psychiatric providers. Users can engage in therapy through text, audio, and video sessions, as well as receive medication management when needed. Talkspace aims to make therapy convenient and affordable by partnering with major insurance providers and offering various treatment options for individuals, couples, and teens dealing with a range of mental health issues.

📋 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