Remote Client Support Supervisor: Lead & Elevate Care

Talkspace

Oregon

Hybrid

USD 65,000 - 73,000

Full time

7 days ago

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Benefits offered by this job

Comprehensive Medical, Dental and Vis

HSA/ FSA

401k Retirement Savings with matching

Voluntary benefits including life etc.

Monthly Wellness Stipend

Flexible PTO and Remote First

Team events and Wellness Workshops

Talkspace product access for you and a

Friends and family discount

Job summary

Talkspace is seeking an experienced Client Support Supervisor to lead a remote, ET-based team of client support representatives. You will drive performance, develop staff, and ensure quality through regular feedback and coaching.

Requirements include a Bachelor's degree and 2+ years managing contact center teams, with familiarity in Zendesk, Jira/Confluence, Stripe, and Looker as a plus. Compensation highlights and benefits follow.

Qualifications

Bachelor's degree from a four-year college or university.
2+ years direct experience managing and developing contact center representatives.
Experience with Zendesk, Atlassian Confluence/Jira, Stripe, and Looker is a plus.
Outstanding computer and technology skills.
Superb organizational and project management skills.
Excellent written and verbal communication skills.
Proven people leadership, coaching, staffing and planning abilities.
Strong decision-making and process improvement skills.
Self-starter who can work independently and prioritize effectively.
Excellent time management with a sense of urgency.
Experience 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 to their ongoing journey.
Conduct 1:1 meetings and performance reviews to motivate and develop staff.
Staff departmental projects based on required skills and analyze effectiveness.
Report weekly on micro team production and quality trends and actions.
Monitor staffing levels and adjust to support daily operations.
Help refine SLAs and participate in performance metric targeting.
Design and implement corrective action plans for underperformers.
Assist with hiring and ramping new hires to production timelines.
Execute weekly payroll responsibilities.
Participate in leadership training as assigned.