Client Support Supervisor
New
T
TalkspaceTelehealth mental healthcare
Location: New York, NY (Remote); This is a remote position based on Eastern Time., Eastern TimeFull-TimeManager
Salary65,000 - 72,500 USD per year
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Job Details
- Experience
- At least 2+ years direct experience managing and developing contact center support representatives
- Required Skills
- JiraConfluenceZendeskLookerCoaching
Requirements
- Hold a bachelor’s degree from a four-year college or university.
- Have at least 2+ years of direct experience managing and developing contact center support representatives.
- Bring strong people leadership skills in coaching, staffing, and planning.
- Have strong organizational and project management skills.
- Demonstrate decision-making and process improvement skills.
- Have experience managing and developing standard operating procedures.
- Bring strong computer and technology skills.
- Be able to work independently, prioritize effectively, and manage time with a strong sense of urgency.
- Have a strong internet connection.
- Experience with Zendesk, Atlassian (Confluence, Jira), Stripe, and Looker is a plus.
- Knowledge or experience with telehealth, telemedicine, or health plans is a bonus.
- Experience with third-party or vendor management is a bonus.
Responsibilities
- Lead and develop a team of client support representatives, assessing their work and providing feedback to meet performance and quality metrics.
- Conduct 1:1 meetings and performance reviews, support career development, and build team morale.
- Staff specialty projects, oversee execution, and analyze project effectiveness.
- Report weekly on team production and quality, identify trends, and discuss performance improvement plans.
- Monitor staffing levels through scheduling and gameplan mapping, and suggest changes to support daily operations.
- Help set performance targets and refine SLAs with stakeholders.
- Design and execute corrective action plans for representatives who are not meeting metrics.
- Manage CRM ticket inboxes and queues, direct tickets, and coordinate representative assignments to prevent backlog.
- Investigate service interruption reports with support representatives and internal teams, and coordinate resolution of customer complaints.
- Identify trends and recommend improvements to policies, procedures, tools, resources, and standard operating procedures.
- Partner with department leaders, specialists, training, quality, and content teams to resolve escalations and improve support materials.
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