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Careers

Client Support, Senior Supervisor

Talkspace

Talkspace

People & HR, Customer Service, Operations
New York, NY, USA · Remote
Posted on Tuesday, April 30, 2024

Our mission at Talkspace is to make therapy affordable and accessible to everyone. To get there, we need our exceptionally talented, bright, and driven Talkspacers.

We are looking for an experienced Client Support Supervisor 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.

Join us in revolutionizing healthcare delivery through innovative telehealth solutions, where your leadership will make a difference in the lives of our patients every day.

What You’ll Do

As a Senior Support Supervisor at Talkspace, you’ll lead a dynamic team of support staff, fostering a culture of collaboration and excellence in customer service. Your role involves providing mentorship and guidance to ensure our team members have the resources and support needed to deliver high-quality care to our members.

From overseeing daily service operations to driving performance metrics and implementing corrective action plans, you will play a vital role in optimizing support operations and enhancing the overall patient experience.

You’ll lead by example, demonstrating strong leadership qualities such as empathy, decisiveness, accountability, and conflict resolution skills, to inspire and motivate support team members to achieve their full potential.

Leadership

  • Provide leadership, guidance, and mentorship to a team of senior support staffers, fostering a culture of collaboration, accountability, creativity, and autonomy.
  • Directly manage a team of senior support staff (Tier 2 and Tier 3 support representatives and one team Lead), ensuring the achievement of all outlined success metrics by regularly assessing their work and providing feedback to maximize performance and quality.
  • Manage and mentor one junior supervisor, providing guidance and support in their professional development journey.
  • Partner closely with your team’s Lead to evaluate direct reports’ performance, identify coaching or training needs, recommend enhancements to products or knowledge resources, and coordinate daily service operations.


Team Management

  • Conduct 1:1 meetings and performance reviews with direct reports, utilizing data from various support tools (ie. CRM, QA software) to drive motivation, team morale, and career development; document coaching conversations and outcomes for posterity and stakeholder visibility.
  • Collaborate with the Senior Director of Client Support to develop corrective action plans for representatives who consistently fall short of meeting established performance and quality benchmarks; co-execute corrective action plans with Support Supervisor(s).
  • Staff Support channels (phone, email, chat) and specialty projects based on required skill set per focus area and volume needs; oversee the execution of team assigned duties + conduct periodic analysis of project effectiveness.
  • Report on your micro team’s production and quality performance on a weekly basis, noting trends, discussing required action plans for performance improvement, and partnering with Quality + Training on materials.
  • Execute payroll responsibilities, including bi-monthly timesheet review + approvals, and monthly bonus incentive calculation and submission for approval process


Strategic Initiatives

  • Drive the implementation of department performance metric targeting; work with key stakeholders to refine SLAs as business goals shift.
  • Participate in hiring of support representatives and assist new hires to ramp to production within outlined timeframes.


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; Encourage support staff to take ownership of client interactions and develop their problem-solving skills.
  • 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.


Collaboration

  • Facilitate open and transparent communication channels between team members, as well as between the support department and higher management, to ensure alignment on goals, priorities, and feedback.
  • Actively solicit and value feedback from support staff regarding workflow processes, client issues, and improvement suggestions, leveraging this input to optimize support operations and enhance customer satisfaction.
  • Collaborate closely with the Training team, and Content + Quality team to ensure that our knowledge materials and resources meet the required standards, which allow staff members in achieving outlined performance expectations and maintaining service excellence.
  • Review and provide feedback on all new training content prior to launch
  • Timely resolution of quality evaluation appeals
  • Reinforce our knowledge
  • 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.
  • Participate in leadership training and other duties, as assigned.


About You

  • A Bachelor's degree in Business Administration, Management, or related field.
  • 5+ years proven experience in a client support leadership role, with a track record of successfully leading teams to achieve performance goals and deliver exceptional customer service, preferably in a telehealth environment.
  • Strong problem-solving skills and the ability to identify and address root causes of client issues and operational challenges.
  • A collaborative and inclusive leadership style, with a commitment to fostering a positive and supportive work environment.
  • Superb organizational and project management skills.
  • Excellent communication skills, both written and verbal,with the ability to effectively communicate with team members at all levels of the organization.
  • Proven people leadership skills (coaching, staffing, planning).
  • Strong decision-making and process improvement skills.
  • Flexibility and adaptability to thrive in a fast-paced and dynamic environment.
  • Self-starter, able to work independently and prioritize effectively.
  • Excellent time management skill; strong sense of urgency.
  • Outstanding computer and technology skills.
  • Experience managing and developing standard operating procedures.
  • Passion for delivering a phenomenal customer experience!
  • Experience with Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker, a plus.
  • Certification in leadership or management training programs is a plus.
  • Strong internet connection, required.


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 $60,000 - $70,000. 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.

Backed by over 10 years of industry-leading research and clinically proven results, our accessible care model continues to make huge strides in lowering the barriers to quality mental healthcare services nationwide. Talkspace is the top insurance-covered therapy service with over 131 million Americans covered and a leader within the Corporate Wellness Space, with more than 200 employer partnerships across several industries.

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.