Senior Client Support Representative

Talkspace

Senior Client Support Representative responsible for client support and issue resolution at Talkspace. Engaging with clients to ensure satisfaction and providing assistance in navigating services.

Posted 6/22/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $22 per hourWebsite

About the role

Key responsibilities & impact

Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (i.e. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.).
Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood, and supported.
Participate in non-inbound volume related department operations specialty projects aimed to further support our clients in their full journey at Talkspace.
Educate clients on self-service resources available to them through our platform.
Follow up with clients when necessary to ensure resolution and satisfaction.
Identify client contact reason trends and roll up potential issues that may be interrupting service for clients to leadership daily, as needed.
Keep up with business updates to ensure the assistance provided to clients is accurate.
Ability to meet productivity and quality benchmarks set by leadership.
Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates).
Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction.
Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled.
Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
Perform other related duties as assigned.

Requirements

What you’ll need

2 years experience in a contact center delivering email, chat, and phone support, or similar experience within a customer-facing role.
High School diploma or equivalent preferred. 4-year college degree is a plus.
Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
Ability to multi-task in various systems + programs.
Experience (or strong interest) in working in a fast-paced, rapidly changing environment.
Excellent written and verbal communication skills.
Strong critical thinking and investigatory skills.
Ability to use sound judgment when problem solving.
Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor.
Basic math skills, required.
Familiarity with Zendesk, Atlassian (Jira, Confluence), Looker is a plus. Experience with Workforce Management.
~50-60 wpm - https://www.typingpal.com/en/
Dependable internet connection required.

Benefits

Comp & perks

Comprehensive Medical, Dental and Vision plans
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
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!

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportemail supportchat supportphone supportcritical thinkingproblem solvingbasic math skillsmulti-taskinginvestigatory skillsremote work

Soft Skills

empathycommunication skillsindependenceteam collaborationadaptabilityattention to detailclient relationship managementsuggestive improvementcoachingonboarding

Certifications

High School diploma4-year college degree