Client Support Supervisor

What You'll Do

Supervisor responsibilities

• Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined success metrics by frequently assessing their work and providing feedback aimed to maximize performance and quality.
• Conduct 1:1 meetings and performance reviews with direct reports to help motivate them in their daily workload, while also driving team morale, and fostering career development.
• Staff departmental specialty projects based on required skill set per focus area and volume needs; oversee the execution of duties and conduct periodic analysis of project effectiveness.
• Report on your micro team's production and quality performance on a weekly basis, noting trends and discussing required action plans for performance improvement.
• Monitor departmental staffing levels through scheduling and gameplan mapping, suggest changes to help support daily operations, as needed.
• Participate in the implementation of department performance metric targeting; work with key stakeholders to refine SLAs as business goals shift.
• Design and execute corrective action plans for representatives not achieving outlined performance and quality metrics.
• Participate in hiring of support representatives and assist new hires to ramp to production within outlined timeframes.
• Execute weekly payroll responsibilities.
• Participate in leadership training, as assigned.

Tools

• Actively monitor all CRM ticket inboxes/queues to ensure teams are meeting required first response times.
• Effectively manage all leadership CRM inboxes/queues, directing and answering tickets, as needed.
• Work closely with department leadership on strategies to maintain queues, assigning representatives where needed, to prevent increases to backlog.
• Optimize internal use of QA software to record outcomes of coaching conversations for posterity and stakeholder visibility.
• Assist client support staff with duties where required.

Department Optimization

• Maintain advanced working knowledge of departmental policies, procedures, and voice of our customer (VOC).
• Assist support representatives to investigate client reports of service interruptions, partner with internal teams on a resolution and communicate to support representatives to quickly resolve customer service complaints.
• Assist with the development and implementation of company service policies and updates, draft documentation pertaining to customer service department activities, as needed.
• Identify ongoing trends seen within client outreach and recommend enhancements to departmental policy, procedure, and company tools and resources, as needed.
• Work with representatives to develop pathways for surfacing trends seen within client inquiries, opportunities for process improvement, and recommend ideas to improve SOPs.

Collaboration

• Participate in interdepartmental meetings, providing insight into our end user and client support representative experience, as needed.
• Partner with department Specialists/Leads to resolve escalated support tickets.
• Initiate cross-departmental communication and coordinate to escalate and resolve customer issues.
• Partner with Training, Quality and Content teams to ensure our knowledge materials and resources are adequate and allow staff to meet outlined performance expectations and service excellence standards.
• Perform other related duties as assigned.

About You

• A Bachelor's degree from a four-year college or university.
• At least 2+ years direct experience managing and developing contact center support representatives, preferably in a telehealth environment.
• Experience with Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker, a plus.
• Outstanding computer and technology skills.
• Superb organizational and project management skills.
• Outstanding communication skills, both written and verbal.
• Proven people leadership skills (coaching, staffing, planning).
• Strong decision-making and process improvement skills.
• Self-starter, able to work independently and prioritize effectively.
• Excellent time management skill; strong sense of urgency.
• Experience managing and developing standard operating procedures.
• Passion for delivering a phenomenal customer experience!
• Strong internet connection, required.

Bonus Points

• Knowledge or experience with telehealth, telemedicine, or health plans
• Experience (or strong interest) in working in a fast-paced environment
• Experience with third parties/vendor management