Remote opportunity at
TalkspaceClient Support Supervisor
Talkspace seeks a Client Support Supervisor to join its remote team, operating on Eastern Time with headquarters in New York City. The organization operates a digital…
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About This Role
Talkspace seeks a Client Support Supervisor to join its remote team, operating on Eastern Time with headquarters in New York City. The organization operates a digital platform connecting individuals with licensed mental health professionals through secure web and mobile applications, partnering with healthcare payers to expand access to therapy and psychiatry. This full-time position involves leading, mentoring, and evaluating a team of client support representatives. The supervisor will oversee daily…
Job Description
Talkspace seeks a Client Support Supervisor to join its remote team, operating on Eastern Time with headquarters in New York City. The organization operates a digital platform connecting individuals with licensed mental health professionals through secure web and mobile applications, partnering with healthcare payers to expand access to therapy and psychiatry.
This full-time position involves leading, mentoring, and evaluating a team of client support representatives. The supervisor will oversee daily queue management, track performance production metrics, handle payroll duties, recruit new staff, and assist with departmental projects and operational strategy. The role suits an experienced support professional with a background in contact center management who wants to contribute to mental healthcare accessibility.
Talkspace fosters a collaborative environment and offers structured performance evaluations, leadership development, and team activities. Qualified candidates will possess direct management experience, strong technical abilities, and excellent organizational skills.
Responsibilities
- Lead and mentor a team of client support representatives to meet performance targets and quality metrics
- Conduct regular one-on-one meetings, performance reviews, and weekly production reporting
- Staff departmental specialty projects and monitor overall staffing levels through scheduling
- Participate in the creation and execution of corrective action plans for underperforming staff
- Take part in hiring processes and help new representatives transition into production
- Manage weekly payroll responsibilities and participate in assigned leadership training
- Monitor CRM queues to maintain target response times and prevent ticket backlogs
- Investigate client service interruptions and collaborate internally on resolutions
- Contribute to the development of company service policies, documentation, and standard operating procedures
- Collaborate across departments and partner with training and quality teams to ensure adequate knowledge resources
Requirements
- At least two years of direct experience managing and developing contact center support representatives
- Strong computer and technology skills
- Superb organizational and project management capabilities
- Outstanding written and verbal communication skills
- Proven people leadership competencies in coaching, staffing, and planning
- Strong decision-making and process improvement skills
- Ability to work independently as a self-starter who prioritizes effectively
- Excellent time management skills with a strong sense of urgency
- Experience developing and managing standard operating procedures
- Reliable high-speed internet connection
Qualifications
- Bachelor degree from a four-year college or university
- Experience working in a telehealth environment
- Familiarity with Zendesk, Atlassian tools including Confluence and Jira, Stripe, and Looker
- Knowledge or background regarding health plans or telemedicine
- Familiarity with third-party and vendor management
Core Skills
Benefits
- Comprehensive medical, dental, and vision insurance coverage starting on day one
- Pre-tax health savings and flexible spending accounts
- 401(k) retirement savings program featuring a company match of up to 4%
- Voluntary insurance options such as disability, basic life, and pet insurance
- Monthly wellness stipend for mental and physical self-care
- Flexible paid time off within a remote-first work environment
- Regular team events including wellness workshops and team-building gatherings
- Free access to company products for the employee and a household member, plus a friends and family discount
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote position based on Eastern Time, though the employer headquarters is located in New York City.
What is the salary range for the Client Support Supervisor role?
The base salary range is between $65,000.00 and $72,500.00, with final leveling based on experience, skills, education, and applicable certifications.
What are the core experience requirements?
Candidates must hold a bachelor degree from a four-year college or university and have at least two years of direct experience managing and developing contact center support representatives.
What employment type is this?
The posting specifies that this is a full-time employment opportunity.
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