This is a remote position based in Eastern Time. Talkspace Headquarters is located in NYC.
What You’ll Do
Client Support
Engage with clients through live phone and chat support as well as async email support through Zendesk.
Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. 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 speciality projects aimed to further support 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 client 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 onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
Perform other related duties as assigned.
About You
2 years 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, medical insurance industries is a plus.
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. Experience with Workforce Management.
~50-60 wpm - https://www.typingpal.com/en/
Dependable internet connection required.
Benefits
Comprehensive Medical, Dental and Vision plans
Pre-tax benefits: HSA/ FSA
401k Retirement Savings Program with matching up to 3%
Voluntary benefits including disability, basic life or pet insurance, etc.
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!
Compensation
At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.
The hourly rate for this role is $18-22/hr.
Why Talkspace?
Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are 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. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!
EQUAL OPPORTUNITY EMPLOYER
Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification or if your path has been nontraditional — such as not completing a formal degree program, taking a career break, or having a prior criminal record — if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?
Diversity
Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.
Equity
Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.
Inclusion
Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.
Belonging
Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.
