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 assistance through Zendesk.

• Address client questions concerning benefits coverage and service experience issues, such as coverage eligibility, billing inquiries, refunds, clinical complaints, and service disruptions.

• Handle complex or escalated queries that necessitate investigation and empathy.

• Engage in department operations specialty projects that support clients throughout their Talkspace experience.

• Inform clients about self-service resources available on the platform.

• Follow up with clients to ensure their issues are resolved and they are satisfied.

• Identify trends in contact reasons and escalate potential service concerns to leadership as necessary on a daily basis.

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

• Achieve productivity and quality standards set by leadership.

• Propose updates to departmental knowledge resources and communication templates.

• Suggest improvements to support procedures or the implementation of new standard processes.

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

• Act as an onboarding buddy and contribute to onboarding training as a subject-matter expert.

• Carry out other related tasks as assigned.

⛳️ Requirements

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

• 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 fields is a bonus.

• Capability to multitask across various systems and programs.

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

• Exceptional written and verbal communication abilities.

• Strong critical thinking and investigative skills.

• Ability to apply sound judgment when addressing problems.

• Capacity to work independently, as this is a remote team, while maintaining consistent communication with the supervisor.

• Basic math skills are required.

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

• Experience with Workforce Management is a plus.

• Typing speed of around 50–60 words per minute.

• A reliable internet connection is essential.

🏝️ 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, among others.

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

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

• Regular team events, including Wellness Workshops and Team Building Activities.

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