Senior Director – Customer Support

Talkspace

. Lead, mentor, and train customer support leadership to achieve high performance and professional growth.

Posted 10/28/2026full-timeRemote • New York • United StatesSenior💰 $160,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing high-performing customer support teams, implementing customer-centric strategies, and utilizing data-driven insights to enhance performance and operational efficiency. Proficient in managing support operations and fostering a collaborative team culture focused on empathy and problem-solving.

Highest-signal resume keywords

Customer Support LeadershipData AnalysisPerformance ManagementSupport Software ProficiencyTelehealth Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Goal SettingKPI ImprovementCustomer-Centric Strategy ImplementationBudget ManagementResource Allocation

Soft Skills

EmpathyProblem-SolvingCommunicationTeam CollaborationPatience

Tools & Technologies

ZendeskIntercomSalesforce

Industry Keywords

Customer Service PrinciplesTelehealthHealthcare IndustryMember Journey AnalysisVoice of the Customer

About the role

Key responsibilities & impact

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 aligned with overall business objectives.
Stay informed about industry best practices and incorporate them into the support strategy.
Oversee daily support operations, including ticket queues, call volumes, and chat inquiries.
Implement and continuously improve customer support processes and tools to increase efficiency and scalability.
Improve KPIs such as first response time and resolution time, ensuring SLAs are met.
Manage the annual department budget, resource allocation, technology investments, and vendor contracts.
Serve as an escalation point for complex or sensitive member issues.
Analyze member feedback and support data to identify trends and improve the member journey.
Create and deliver a bi-annual Voice of the Customer report.
Collaborate with product, engineering, and clinical teams on systemic customer issues, product development, and company strategy.
Perform other related duties as assigned.

Requirements

What you’ll need

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 drive decisions and improve performance.
Excellent written and verbal communication skills.
Proficiency with support software (e.g., Zendesk, Intercom, Salesforce) and a passion for technology.
A high degree of empathy and the ability to handle difficult situations with patience and professionalism.
Deep understanding of customer service principles and a commitment to delivering an exceptional customer experience.
Experience implementing customer-centric strategies.

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!