Senior Client Support Representative, Talkspace
Spanish Speaker
$23/hr
More information about location
Online therapy platform
Be an early applicant
Online therapy platform
1001+ employees
Be an early applicant
$23/hr
More information about location
1001+ employees
Company mission
To make therapy and psychiatry more available and affordable.
Role
Who you are
- To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare
- 2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role
- Bilingual in Spanish and English. Able to read, write and speak in both languages
- High School diploma or equivalent preferred. 4-year college degree is a plus
- Experience in the tele-health, tele-therapy, medical insurance industries is a plus
- Ability to multi-task in various systems + programs
- Experience (or strong interest) in working in a fast-paced, rapidly changing environment
- Excellent written and verbal communication skills
- Strong critical thinking and investigatory skills
- Ability to use sound judgment when problem solving
- Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor
- Basic math skills, required
- Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker is a plus. Experience with Workforce Management
- ~50-60 wpm - https://www.typingpal.com/en/
- Dependable internet connection required
What the job involves
- We are looking for an experienced Senior Client Support Representative to join our team
- This Senior Client Support Representative is responsible for providing exceptional support to our clients, ensuring their inquiries regarding benefits coverage and service experience issues are addressed promptly and accurately
- They will utilize internal knowledge materials and resources, to swiftly respond to client inquiries, demonstrating a high level of empathy
- The Senior Client Support Representative will also be responsible for resolving complex and escalated inquiries that require investigation, providing thorough and empathetic solutions
- They will educate clients on self-service resources available through our platform and follow up when necessary to ensure resolution and satisfaction
- The Senior Client Support Representative actively identifies trends in client contact reasons, escalates potential issues to leadership daily, and stays updated with business updates to provide accurate assistance
- They will contribute to the improvement of our department by suggesting updates to departmental knowledge resources and recommending changes to existing support processes
- As a Client Support Specialist, you will play a vital role in delivering exceptional support, improving processes, and fostering effective team collaboration with coaching sessions and one-on-one sessions
- Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, 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
- Performs other related duties as assigned
Our take
Founded in 2012, Talkspace is one of the established names in the online therapy space, offering a unique, 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 than ever.
As venture capital interest in digital behavioral health continues to rise, Talkspace faces increasing competition from startups like BetterHealth and Calmerry. However, its 2021 public offering and acquisition of relationship counselling platform Lasting have solidified its position as a leader in the telehealth space.
The company isn't slowing down though. As it continues to innovate, with the launch of Talkspace Engage - a portal designed to help HR teams foster workplace mental wellbeing and increase the use of available mental health resources. More recently, Talkspace expanded its reach to 9.5M military personnel and their families, further solidifying its commitment to making mental hearth care accessible to all.
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)They joined Talkspace in 2022 as CEO. Prior to this, they were they 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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