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Senior Client Support Representative
Talkspace · United States (Remote) · Posted 3 days ago
Own the hardest escalated benefits and billing cases end to end for a telehealth platform, with daily trend escalation that shapes how the company fixes client issues.
We are looking for an experienced Senior Client Support Representative to join our team. The Senior Client Support Representative is responsible for providing exceptional support through live phone, live chat, and email to our clients, ensuring their inquiries regarding benefits coverage and service experience issues are addressed promptly and accurately. They will utilize internal knowledge materials and resources, to swiftly respond to client inquiries, demonstrating a high level of empathy. The Senior Client Support Representative will also be responsible for resolving complex and escalated inquiries that require investigation, providing thorough and empathetic solutions. They will educate clients on self-service resources available through our platform and follow up when necessary to ensure resolution and satisfaction. The Senior Client Support Representative actively identifies trends in client contact reasons, escalates potential issues to leadership daily, and stays updated with business updates to provide accurate assistance. They will contribute to the improvement of our department by suggesting updates to departmental knowledge resources and recommending changes to existing support processes. As a Client Support Specialist, you will play a vital role in delivering exceptional support, improving processes, and fostering effective team collaboration with coaching sessions and one-on-one sessions.
This is a remote position based in Eastern Time. Talkspace Headquarters is located in NYC.
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This role centers on Customer Support, Phone Support, Live Chat, and Email Support. There are 27 open roles at Talkspace right now.
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