Client Support Supervisor

Job Overview

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.

Job Description

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.

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.

Key Responsibilities

• 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.
• 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.
• 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.
• Monitor departmental staffing levels through scheduling + gameplan mapping, suggest changes to help support daily operations, as needed.
• 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.

Required Skills and Qualifications

• We are looking for an experienced Client Support Supervisor to join our Client Support team.
• We are looking for someone who has experience developing a team and wants to bring their talents into a “for purpose” space.
• 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.
• Tools Actively monitor all CRM ticket inboxes/queues to ensure teams are meeting required first response times.
• Assist client support sta with duties where required.
• Department Optimization Maintain advanced working knowledge of departmental policies, procedures, and voice of our customer (VOC).
• Collaboration Participate in interdepartmental meetings, providing insight into our end user and client support representative experience, as needed.

Benefits and Perks

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

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Talkspace is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.