Senior Product Manager – Source
Fountain
Provider Support Representative III
Talkspace
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $25 per hour
Job Level
Mid-LevelSenior
About the role
- Serve as the frontline for Provider Support inquiries across email, chat, phone
- Work through creative solutions to effectively answer provider questions; provide guidance, troubleshoot, resolve issues and route feedback
- Meet performance expectations around productivity and quality; identify patterns and develop response templates, resource guides, and workflows
- Send proactive personalized outreaches to providers via phone, SMS, chat, and email; track and show impact
- Analyze inquiry trends and operational metrics; support and monitor reporting on provider support KPIs
- Act as liaison between providers and Product/Clinical teams to surface technical/usability issues and manage escalations
- Maintain deep knowledge of Talkspace’s provider-facing products, internal tools, and troubleshooting protocols; independently triage and escalate bugs
Requirements
- BA/BS degree in a related field (e.g., Health Administration, Communications, Psychology, Business) or equivalent experience required
- 4+ years of experience in customer service, technical support, or provider operations, preferably within a healthcare, digital health, or tech-driven environment
- Demonstrated success handling complex, high-volume support inquiries and resolving escalated issues with minimal supervision
- Strong written and verbal communication skills, with the ability to clearly document issues and communicate with both providers and internal stakeholders
- Comfort working across multiple internal systems and platforms; experience with CRM tools (e.g., Zendesk), support dashboards, and ticketing systems required
- Technical proficiency: deep knowledge of provider-facing products, internal tools, and troubleshooting protocols; ability to investigate, triage, and escalate high-impact bugs or outages
