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.

• 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.

• 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.

• 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.

• 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.

• 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…