Senior Client Support Representative

Talkspace

3d • $18 - $22 • Remote

About The Position

Talkspace is seeking an experienced Senior Client Support Representative to provide empathetic, accurate support to clients through live phone and chat and asynchronous email. The role handles questions about benefits coverage and service experience, including eligibility, billing, refunds, clinical complaints, and service interruptions. It also investigates and resolves complex or escalated inquiries, educates clients about platform self-service resources, and follows up to help ensure resolution and satisfaction.

This remote position is based in the Eastern Time zone. The representative identifies contact-reason trends and escalates potential service issues to leadership daily as needed, keeps current with business updates, and meets productivity and quality benchmarks. The role also contributes to improving departmental resources and processes and supports team collaboration through meetings, coaching, one-on-ones, and onboarding activities.

Requirements

• Two years of experience in a contact center delivering email, chat, and phone support, or similar experience in a customer-facing role.
• Ability to multitask across 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 on a remote team and maintain consistent communication with a supervisor.
• Basic math skills.
• Typing speed of approximately 50–60 words per minute.
• Dependable internet connection.

Nice To Haves

• High school diploma or equivalent preferred; a four-year college degree is a plus.
• Experience in telehealth, teletherapy, or the medical insurance industry.
• Familiarity with Zendesk, Atlassian tools (Jira and Confluence), or Looker.
• Experience with Workforce Management.

Responsibilities

• Provide client support via live phone, live chat, and asynchronous email through Zendesk.
• Use internal knowledge materials and resources to respond to questions about benefits coverage and service experience issues, including eligibility, billing, refunds, clinical complaints, and service interruptions.
• Investigate and resolve complex or escalated inquiries with empathy.
• Participate in department specialty projects that support clients throughout their Talkspace journey.
• Educate clients about platform self-service resources and follow up when needed to ensure resolution and satisfaction.
• Identify trends in client contact reasons and report potential service-interrupting issues to leadership daily as needed.
• Stay informed about business updates to provide accurate assistance.
• Meet productivity and quality benchmarks set by leadership.
• Suggest updates to departmental knowledge resources, including the internal knowledge base and correspondence templates.
• Recommend changes to existing support processes or new standard processes to improve employee productivity and job satisfaction.
• Attend department meetings, coaching sessions, and one-on-ones as scheduled.
• Serve as an onboarding buddy for new hires and participate in onboarding training as a subject-matter expert when needed.
• Perform other related duties as assigned.

Benefits

• Comprehensive medical, dental, and vision plans.
• Pre-tax HSA/FSA benefits.
• 401(k) retirement savings program with matching up to 3%.
• Voluntary benefits, including disability, basic life, or pet insurance.
• Monthly wellness stipend for mental and physical self-care.
• PTO.
• Remote-first environment.
• Regular team events, including wellness workshops and team-building events.
• Free access to Talkspace products for the employee and one household member, plus a friends-and-family discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed