Client Support Supervisor

Talkspace

. Lead and develop a team of client support representatives, assessing work and providing feedback to maximize performance and quality.

Posted 10/19/2026full-timeRemote • New York • United StatesJuniorMid-Level💰 $65,000 - $72,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing client support teams, with a focus on performance metrics, operational improvements, and exceptional customer service. Proficient in utilizing CRM tools and project management methodologies to enhance team effectiveness and service delivery.

Highest-signal resume keywords

Team LeadershipPerformance ManagementProject ManagementCustomer ExperienceTelehealth Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsStandard Operating ProceduresProcess ImprovementStaffing ManagementCoachingDecision-MakingTime ManagementOperational ChangesQuality Assurance

Soft Skills

Communication SkillsOrganizational SkillsSelf-StarterPrioritization

Tools & Technologies

ZendeskAtlassianConfluenceJiraStripeLooker

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

TelehealthTelemedicineHealth PlansCustomer ServiceVendor Management

About the role

Key responsibilities & impact

Lead and develop a team of client support representatives, assessing work and providing feedback to maximize performance and quality.
Conduct 1:1 meetings and performance reviews, drive team morale, and foster career development.
Staff departmental specialty projects, oversee execution, and analyze project effectiveness.
Report weekly on team production and quality performance, trends, and action plans.
Monitor staffing levels through scheduling and gameplan mapping; suggest operational changes.
Participate in performance metric targeting and refine SLAs with stakeholders.
Design and execute corrective action plans for representatives below performance and quality metrics.
Participate in hiring support representatives and assist new hires in ramping to production.
Execute weekly payroll responsibilities and participate in assigned leadership training.
Monitor CRM ticket inboxes and queues; manage leadership queues and maintain first response times.
Assign representatives to queues to prevent backlog increases.
Use QA software to document coaching outcomes.
Maintain knowledge of policies, procedures, and voice of the customer.
Investigate service interruptions, coordinate resolutions, and communicate with support representatives.
Develop and implement service policies, updates, and customer service documentation.
Identify trends and recommend improvements to policies, procedures, tools, resources, and SOPs.
Participate in interdepartmental meetings and provide insight into end-user and representative experiences.
Partner with Specialists, Leads, Training, Quality, and Content teams to resolve escalations and maintain effective knowledge resources.
Perform other related duties as assigned.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Comprehensive Medical, Dental and Vision plans coverage since day one
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
Flexible 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
Fun company-wide events
Happy hours
Wellness perks
Competitive benefits