Senior Client Support Representative, Talkspace
The hourly rate for this role is between $22.50 - $24.00/hour
More information about location
Online therapy platform
Job no longer available
Online therapy platform
1001+ employees
Job no longer available
The hourly rate for this role is between $22.50 - $24.00/hour
More information about location
1001+ employees
Company mission
To make therapy and psychiatry more available and affordable.
Role
Who you are
- 2+ years experience in a contact center delivering email, chat, and phone support
- High school diploma or equivalent
- You have previous experience in the tele-health, tele-therapy, medical insurance industries
- You are familiar with Zendesk, Atlassian (Jira, Confluence), Looker is a plus
- You are able to multi-task in various systems & programs
- You posses excellent written and verbal communication skills
- You are investigative and think critically
- When problem solving, you use sound judgement
- You work independently as this is a remote team, and can maintain consistent communication with Supervisor
- ~50-60 wpm - https://www.typingpal.com/en/
What the job involves
- Use internal knowledge materials + resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. eligibility, billing, service interruptions, etc.)
- Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported
- Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace
- Educate clients on self-service resources available to them through our platform
- Follow up with clients when necessary to ensure resolution and satisfaction
- Identify client contact reason trends and roll up potential issues that may be interrupting service for client to leadership daily, as needed
- Keep up with business updates to ensure the assistance provided to clients is accurate
- Ability to meet productivity and quality benchmarks set by leadership
- Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates)
- Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction
- Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled
- Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed
Our take
Founded in 2012, Talkspace is an established name in the online therapy space, offering an appointment-free approach to mental health support. By providing unlimited access to a network of healthcare professionals, the platform delivers a cost-effective solution to underserved individuals in need of therapy, making mental health services more accessible.
Talkspace of course faces competition from other well-known brands like BetterHealth and Calmerry. But its IPO in 2021, and acquisition of relationship counselling platform Lasting, both showcase its solid presence in the space. It also continues to innovate, launching features such as Talkspace Engage which helps HR teams to foster workplace mental wellbeing.
In 2025, the company expanded its reach to 9.5 million military personnel and their families, further solidifying its commitment to making mental hearth care accessible to all. It was announced in 2026 that Talkspace will be acquired by Universal Health, a deal that is expected to close later in the year and that we will have to wait for more details on.
Freddie
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Nov 2021
$3m
GRANT
Jan 2021
$2.1m
GRANT
Total funding: $115m
Company benefits
- Health: You’ll get comprehensive medical, dental and vision plan coverage from day one
- Retirement: You’ll receive a 401k retirement savings program with company-matching
- Equity: You’ll also receive equity as part of your package
- Wellness: Enjoy a monthly wellness stipend for your own wellbeing
- Flexible time off: You'll have access to flexible PTO
- Mental health: You’ll receive access to all Talkspace products, including therapy and psychiatry
Company HQ
Murray Hill, New York, NY
Leadership
Jon Cohen, M.D.
(CEO)Joined Talkspace in 2022 as CEO. Prior to this, they were Executive Chairman/CEO at BioReference Laboratories, SVP and Chief Medical Officer at Quest Diagnostics, Senior Advisor to Gov. David Patterson at the New York State Executive Chamber and Chief Medical Officer at Northwell Health.
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