Senior Director of Customer Support, Talkspace
$160-170k
More information about location
Online therapy platform
Be an early applicant
Online therapy platform
1001+ employees
Be an early applicant
$160-170k
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
- Bachelor’s degree in business, management, or a related field required
- 10+ years of experience in a customer-facing support role, with at least 2-3 years in a leadership or management position
- Experience working in the telehealth or healthcare industry is highly preferred
- Proven track record of managing and developing high-performing teams
- Strong analytical skills with the ability to use data to drive decisions and improve performance
- Excellent written and verbal communication skills
- Proficiency with support software (e.g., Zendesk, Intercom, Salesforce) and a passion for technology
- A high degree of empathy and the ability to handle difficult situations with patience and professionalism
- Deep understanding of customer service principles and a commitment to delivering an exceptional customer experience
- Experience implementing customer-centric strategies
What the job involves
- We are looking for an experienced Senior Director of Customer Support to join our Operations team
- The Senior Director of Customer Support is responsible for shaping and executing the strategic vision of the customer support department
- In a supervisory capacity, they adeptly recruit, train, and mentor a diverse range of customer support staff, fostering their professional growth and ensuring alignment with departmental goals
- By implementing operational efficiencies and leveraging key performance indicators, they guarantee that service level agreements are consistently met
- Additionally, the Senior Director of Customer Support identifies opportunities for enhancement and stays abreast of industry best practices
- Operating collaboratively, they forge strong ties with product, marketing, and sales teams, using insights from customer interactions to inform strategic decisions that not only resolve issues but contribute to the overall success of the company
- Lead, mentor, and train customer support leadership to achieve high performance and professional growth
- Set performance goals, conduct regular performance reviews and one-on-ones, and provide constructive feedback
- Foster a positive and collaborative team culture focused on empathy and problem-solving
- Develop and communicate a clear strategic vision for the customer support department that aligns with overall business objectives
- Stay informed about industry best practices and incorporate them into the support strategy
- Oversee daily support operations, including managing ticket queues, call volumes, and chat inquiries
- Implement and continuously improve customer support processes and tools to increase efficiency and scalability
- Develop and execute strategies to improve key performance indicators (KPIs) such as first response time and resolution time, ensuring all service level agreements (SLAs) are met
- Strategically manage the annual budget for the department, including resource allocation, technology investments, and vendor contracts to optimize efficiency and ROI
- Serve as an escalation point for complex or sensitive member issues, ensuring swift and satisfactory resolution
- Analyze member feedback and support data to identify trends and opportunities to improve the overall member journey
- Champion the member perspective by creating and delivering a bi-annual Voice of the Customer (VoC) report to inform company-wide decisions and initiatives
- Collaborate with product, engineering, and clinical teams to address systemic customer issues and provide insights from member interactions to inform product development and company strategy
- Performs other related duties as assigned
- Talkspace Headquarters is located in NYC
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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