Remote Client Support Lead - Telehealth Team Coach

Talkspace; United States; Remote; USD 65,000 - 73,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401k with company match

Wellness stipend

Remote-first environment

Job summary

Talkspace is seeking an experienced Client Support Supervisor to lead a remote team delivering outstanding customer service in the telehealth space. You will guide performance, coaching, hiring, and payroll while partnering with product and operations to optimize client experiences.

The role emphasizes team development, SLA refinement, and metrics-driven leadership within Talkspace’s remote-first environment, anchored to our mission of accessible mental health care.

Qualifications

• A Bachelor's degree from a four-year college or university.
• At least 2+ years direct experience managing and developing contact center support representatives, preferably in a telehealth environment.
• Experience with Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker, a plus.
• Outstanding computer and technology skills.
• Superb organizational and project management skills.
• Outstanding communication skills, both written and verbal.
• Proven people leadership skills (coaching, staffing, planning).
• Strong decision-making and process improvement skills.
• Self-starter, able to work independently and prioritize effectively.
• Excellent time management skill; strong sense of urgency.
• Experience managing and developing standard operating procedures.
• Passion for delivering a phenomenal customer experience!
• Strong internet connection, required.

Responsibilities

• Lead and develop a team of client support representatives from their first day through their last, ensuring achievement of metrics.
• Conduct 1:1 meetings and reviews to motivate and develop careers.
• Staff departmental specialty projects based on required skill set and volume needs; oversee execution and analyze effectiveness.
• Report on micro team's production and quality weekly.
• Monitor staffing levels and adjust schedules to support daily operations.
• Participate in setting and refining SLAs with stakeholders.
• Design and implement corrective action plans for underperformers.
• Assist in hiring and ramp-up of new hires.
• Execute weekly payroll responsibilities.
• Participate in leadership training.

Skills

Team leadership

Coaching

Performance management

Customer support

Zendesk

Jira

Confluence

Looker

Communication

Telehealth experience

Education

Bachelor's degree

Tools

Zendesk

Confluence

Jira

Stripe

Looker

Job description

Talkspace is seeking an experienced Client Support Supervisor to lead a remote team delivering outstanding customer service in the telehealth space. You will guide performance, coaching, hiring, and payroll while partnering with product and operations to optimize client experiences.

The role emphasizes team development, SLA refinement, and metrics-driven leadership within Talkspace’s remote-first environment, anchored to our mission of accessible mental health care.