Senior Director of Customer Support

Senior Director of Customer Support

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Senior Director of Customer Support to join our Operations team. The Senior Director of Customer Support is responsible for shaping and executing the strategic vision of the customer support department. In a supervisory capacity, they adeptly recruit, train, and mentor a diverse range of customer support staff, fostering their professional growth and ensuring alignment with departmental goals. By implementing operational efficiencies and leveraging key performance indicators, they guarantee that service level agreements are consistently met. Additionally, the Senior Director of Customer Support identifies opportunities for enhancement and stays abreast of industry best practices. Operating collaboratively, they forge strong ties with product, marketing, and sales teams, using insights from customer interactions to inform strategic decisions that not only resolve issues but contribute to the overall success of the company. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You'll Do

• Leadership and Strategic Planning
  • Lead, mentor, and train customer support leadership to achieve high performance and professional growth.
  • Set performance goals, conduct regular performance reviews and one-on-ones, and provide constructive feedback.
  • Foster a positive and collaborative team culture focused on empathy and problem-solving.
  • Develop and communicate a clear strategic vision for the customer support department that aligns with overall business objectives.
  • Stay informed about industry best practices and incorporate them into the support strategy.
• Operational Excellence
  • Oversee daily support operations, including managing ticket queues, call volumes, and chat inquiries.
  • Implement and continuously improve customer support processes and tools to increase efficiency and scalability.
  • Develop and execute strategies to improve key performance indicators (KPIs) such as first response time and resolution time, ensuring all service level agreements (SLAs) are met.
  • Strategically manage the annual budget for the department, including resource allocation, technology investments, and vendor contracts to optimize efficiency and ROI.
• Customer Experience
  • Serve as an escalation point for complex or sensitive member issues, ensuring swift and satisfactory resolution.
  • Analyze member feedback and support data to identify trends and opportunities to improve the overall member journey.
  • Champion the member perspective by creating and delivering a bi-annual Voice of the Customer (VoC) report to inform company-wide decisions and initiatives.
• Cross-Functional Collaboration
  • Collaborate with product, engineering, and clinical teams to address systemic customer issues and provide insights from member interactions to inform product development and company strategy.
• Performs other related duties as assigned.

About You

• Bachelor's degree in business, management, or a related field required.
• 10+ years of experience in a customer-facing support role, with at least 2-3 years in a leadership or management position.
• Experience working in the telehealth or healthcare industry is highly preferred.
• Proven track record of managing and developing high-performing teams.
• Strong analytical skills with the ability to use data to drive decisions and improve performance.
• Excellent written and verbal communication skills.
• Proficiency with support software (e.g., Zendesk, Intercom, Salesforce) and a passion for technology.
• A high degree of empathy and the ability to handle difficult situations with patience and professionalism.
• Deep understanding of customer service principles and a commitment to delivering an exceptional customer experience.
• Experience implementing customer-centric strategies.

Benefits

• Comprehensive Medical, Dental and Vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively. The base salary range for this role is between $160,000 - $170,000. Within the salary bands, leveling corresponds to each candidate's relevant experience, skills as assessed during the interview process, education, and applicable certifications.

Why Talkspace?

Talkspace is the world's leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world's population 2 billion people live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible. Combining our passion for innovation along with our desire to help others overcome the stigma behind "getting help," we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse "for purpose" space. If you're equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

Equal Opportunity Employer

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don't meet every qualification or if your path has been nontraditional such as not completing a formal degree program, taking a career break, or having a prior criminal record if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team. Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

Diversity, Equity, Inclusion, and Belonging at Talkspace

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.