Senior Client Support Representative - T2: Delivering Exceptional Support and Shaping the Future of Mental Health

Join the Mission to Revolutionize Mental Health Support

Talkspace is a pioneering online therapy company dedicated to making mental health support accessible and affordable for everyone. With a strong commitment to diversity, equity, and inclusion, we're seeking a highly skilled and compassionate Senior Client Support Representative - T2 to join our team. As a Senior Client Support Representative, you will play a vital role in delivering exceptional support to our clients, ensuring their inquiries are addressed promptly and accurately, and contributing to the improvement of our department.

About Talkspace

Talkspace is the world's leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. Our mission is to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible. We're transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high-quality therapy services: anytime and for a fraction of the price.

Key Job Details

• Compensation: Competitive salary with an hourly rate range of $22 - $23.50
• Position: Senior Client Support Representative - T2
• Location: Remote
• Company: Talkspace
• Start Date: Immediate openings available

Job Summary

We're looking for a highly skilled and compassionate Senior Client Support Representative - T2 to provide exceptional support to our clients, ensuring their inquiries regarding benefits coverage and service experience issues are addressed promptly and accurately. The ideal candidate will utilize internal knowledge materials and resources to swiftly respond to client inquiries, demonstrating a high level of empathy. They will also be responsible for resolving complex and escalated inquiries that require investigation, providing thorough and empathetic solutions.

Key Responsibilities

Client Support

• Provide omnichannel support (primarily phone support, some email and/or chat included) to inbound client communication
• 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, 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 specialty projects aimed at further supporting 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 clients 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

Process Support

• 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

Team Collaboration

• Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled
• Serve as an onboarding buddy to department new hires and participate in onboarding training as SME, as needed

Requirements and Qualifications

Essential Qualifications

• 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
• A 4-year college degree is a plus
• Extensive knowledge in benefit coverage explanation, enrollment, and re-enrollment procedures (e.g., behavioral health (BH), employee assistance programs), electronic claims submission (ECS) processes
• 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
• ~50-60 wpm typing speed
• Dependable internet connection required

Preferred Qualifications

• Experience working in the mental health industry
• Familiarity with Talkspace's platform and services

What We Offer

Compensation and Benefits

• Competitive salary with an hourly rate range of $22 - $23.50
• Opportunities for career growth and professional development
• Comprehensive benefits package

Work Environment and Culture

• Remote work opportunity
• Collaborative and dynamic work environment
• Strong commitment to diversity, equity, and inclusion
• Opportunities for feedback and growth

Diversity, Equity, Inclusion, and Belonging at Talkspace

At Talkspace, we value and celebrate diversity, equity, inclusion, and belonging. We believe that a diverse and inclusive workplace is essential to our success, and we're committed to creating an environment where everyone feels valued, respected, and supported.

How to Apply

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and discuss this opportunity further.