Senior Client Support Representative

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Join our mission of getting therapy in the hands of everyone!

About the role

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 role involves resolving complex and escalated inquiries, educating clients on self-service resources, and following up to ensure resolution and satisfaction. The representative will identify trends in client contact reasons, escalate potential issues to leadership, and contribute to the improvement of departmental knowledge resources and support processes. This is a remote position based in Eastern Time.

Responsibilities

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries related to benefits coverage and service experience issues (e.g., coverage eligibility, billing, refunds, clinical complaints, service interruptions).
• Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction leaves clients feeling cared for, understood, and supported.
• Participate in non-inbound volume-related department operations and specialty projects aimed at further supporting clients in their full journey at Talkspace.
• Educate clients on self-service resources available through our platform.
• Follow up with clients when necessary to ensure resolution and satisfaction.
• Identify client contact reason trends and escalate potential issues that may interrupt service to leadership daily, as needed.
• Keep up with business updates to ensure the assistance provided to clients is accurate.
• 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, as scheduled.
• Serve as an onboarding buddy to department new hires and participate in onboarding training as a subject matter expert (SME), as needed.
• Perform other related duties as assigned.

Requirements

• 2 years of experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role.
• High School diploma or equivalent preferred; 4-year college degree is a plus.
• Experience in the tele-health, tele-therapy, or medical insurance industries is a plus.
• Ability to multi-task in various systems and 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 your supervisor.
• Basic math skills.
• Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker is a plus.
• Experience with Workforce Management is a plus.
• Typing speed of 50-60 WPM.
• Dependable internet connection required.

Benefits

• Comprehensive Medical, Dental, and Vision plans.
• Pre-tax benefits: HSA/FSA.
• 401k Retirement Savings Program with matching up to 4%.
• Voluntary benefits including disability, basic life, or pet insurance.
• Monthly Wellness Stipend to promote mental and physical self-care.
• 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.

Pay

The hourly rate for this role is $22/hr.