Senior Client Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Interact with clients via live phone and chat support, as well as asynchronous email support using Zendesk.

• Address client inquiries regarding benefits coverage and service experience issues, including eligibility, billing, refunds, clinical complaints, and service disruptions.

• Resolve intricate or escalated inquiries that require thorough investigation and empathy.

• Contribute to department operations specialty projects that assist clients throughout their Talkspace experience.

• Inform clients about self-service resources accessible through the platform.

• Follow up with clients to confirm resolution and satisfaction.

• Analyze contact-reason trends and escalate potential service issues to leadership as necessary.

• Stay updated with business developments to provide accurate assistance to clients.

• Achieve productivity and quality standards established by leadership.

• Propose enhancements to departmental knowledge resources and communication templates.

• Suggest modifications to support processes or the introduction of new standard procedures.

• Attend departmental meetings, coaching sessions, and one-on-one reviews.

• Act as an onboarding buddy and engage in onboarding training as a subject-matter expert.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 2 years experience in a contact center providing email, chat, and phone support, or similar customer-facing experience.

• High School diploma or equivalent is preferred.

• A 4-year college degree is an advantage.

• Experience in the tele-health, tele-therapy, or medical insurance sectors is a plus.

• Proficiency in multitasking across various systems and programs.

• Experience (or strong interest) in thriving within a fast-paced, rapidly evolving environment.

• Exceptional written and verbal communication abilities.

• Strong critical thinking and investigative skills.

• Capability to exercise sound judgment during problem-solving.

• Ability to work independently, as this is a remote team, while maintaining regular communication with the Supervisor.

• Basic math skills are required.

• Familiarity with Zendesk, Atlassian (Jira, Confluence), and Looker is beneficial.

• Experience with Workforce Management is a plus.

• Typing speed of approximately 50–60 words per minute is expected.

• Reliable internet connection is mandatory.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision plans

• Pre-tax benefits: HSA/FSA

• 401k Retirement Savings Program with matching contributions up to 3%

• Optional benefits including disability, basic life, or pet insurance, etc.

• Monthly Wellness Stipend to encourage mental and physical self-care

• Paid Time Off (PTO) and a Remote First Environment

• Regular team activities, including Wellness Workshops and Team Building Events

• Complimentary access to Talkspace products for you and one household member, along with a friends and family discount!