Senior Director of Customer Support

Our mission at Talkspace is to make therapy affordable and accessible to everyone. To get there, we need exceptionally talented, bright, and driven people. Want to be a part of a mission that is helping millions of people feel better? Come join our team!

* This is a remote position*

What You’ll Do:

We’re looking for an experienced leader to help usher in a new level of service within the consumer journey. Working across all of our departments the Senior Director of Customer Service will be responsible for implementing strategies that speak towards providing an amazing expirience for both providers and our members. 

• Drive execution of strategy to ensure first response time, resolution time, customer satisfaction, and quality assurance goals are met
• In partnership with BPO, actively manage workforce to ensure capacity is aligned to demand needs
• Lead a growing team of 15+ Talkspacers and 50+ customer service agents driving engagement and ensuring team development
• Be an advocate for customers in all internal meetings, ensuring that the member and provider perspective are top of mind 
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Ensure a data driven mindset is supported with automated dashboards and reports for department and executive decision making
• Leverage customer feedback to identify possible improvements to our product, working closely with Technology and Product to develop and prioritize functionalities that solve members/providers needs

About You:

• 10+ years of experience in customer service in healthcare or health tech
• 5+ years of experience as people manager and proven ability to develop high performing teams
• Start-up or early-stage company experience is a plus
• Expertise with Zendesk is required
• Ability to frame and communicate complex data/insights to senior management
  

Benefits

• Comprehensive medical, dental and vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA/ Commuter allowance
• 401k retirement savings program with matching up to 4%
• Voluntary benefits such as disability, basic life or pet insurance, etc.
• Equity offerings for Talkspace company stocks
• Annual performance bonus available
• Wellness stipend along with discounts on gym memberships and other wellbeing products
• Flexible PTO / Remote Workspace Flexibility
• Regular team events, including [virtual] Happy Hours and Game Nights
• Free access to all Talkspace products

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 a 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!

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We strongly encourage you to apply even if you don’t meet every qualification. 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.