Senior Director – Customer Support

Job not on LinkedIn

🔥 7 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $160k - $170k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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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, mentor, and train customer support leadership to achieve high performance and professional growth. • Set performance goals, conduct regular performance reviews and one-on-ones, and provide constructive feedback. • Foster a positive and collaborative team culture focused on empathy and problem-solving. • Develop and communicate a clear strategic vision for the customer support department aligned with overall business objectives. • Stay informed about industry best practices and incorporate them into the support strategy. • Oversee daily support operations, including ticket queues, call volumes, and chat inquiries. • Implement and continuously improve customer support processes and tools to increase efficiency and scalability. • Improve KPIs such as first response time and resolution time, ensuring SLAs are met. • Manage the annual department budget, resource allocation, technology investments, and vendor contracts. • Serve as an escalation point for complex or sensitive member issues. • Analyze member feedback and support data to identify trends and improve the member journey. • Create and deliver a bi-annual Voice of the Customer report. • Collaborate with product, engineering, and clinical teams on systemic customer issues, product development, and company strategy. • Perform other related duties as assigned.

🎯 Requirements

• Bachelor’s degree in business, management, or a related field required. • 10+ years of experience in a customer-facing support role, with at least 2-3 years in a leadership or management position. • Experience working in the telehealth or healthcare industry is highly preferred. • Proven track record of managing and developing high-performing teams. • Strong analytical skills with the ability to use data to drive decisions and improve performance. • Excellent written and verbal communication skills. • Proficiency with support software (e.g., Zendesk, Intercom, Salesforce) and a passion for technology. • A high degree of empathy and the ability to handle difficult situations with patience and professionalism. • Deep understanding of customer service principles and a commitment to delivering an exceptional customer experience. • Experience implementing customer-centric strategies.

🏖️ 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!