Provider Support Representative III

Talkspace

full-time

Posted on: 8/27/2025

Location: New York • 🇺🇸 United States

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💰 $25 per hour

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

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