Client Support Supervisor

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. 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. 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. 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.

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.

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.

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

Participate in the implementation of department performance metric targeting; work with key stakeholders to refine SLAs as business goals shift.

Design and execute corrective action plans for representatives not achieving outlined performance and quality metrics.

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.

Tools

Actively monitor all CRM ticket inboxes/queues to ensure teams are meeting required first response times.

Effectively manage all leadership CRM inboxes/queues, directing and answering tickets, as needed.

Work closely with department leadership on strategies to maintain queues, assigning representatives where needed, to prevent increases to backlog.

Optimize internal use of QA software to record outcomes of coaching conversations for posterity and stakeholder visibility.

Assist client support sta with duties where required.

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.