Customer Service Associate

New York, United States · MKTG

Description

Talkspace is hiring hard-working, friendly, and optimistic individuals to respond to support inquiries from our users and from the therapists that use our network. As an early member of the Talkspace Customer Care team, you will interact with customers via email and through our ticketing system, and compile data on areas where the service can improve. There may be occasional phone support, but this is not a call-center job.


This role is in our Manhattan-based headquarters. You must have customer service experience. Startup experience is preferred but not required. Flex-schedules to cover weekend hours may be required.

Requirements

Your primary motivation will be to make sure that every user interaction with Talkspace leaves our users feeling happier than when they arrived. The Customer Care role will entail prompt, empathetic, and helpful responses to user and therapist support inquiries. You will be expected to follow existing support processes where they exist, and suggest and implement new processes where they are missing or lacking. Your support will help users with our web and mobile apps, frustrations with their therapist or the service, and billing issues.



Measures of success:

Responsiveness to new tickets

Customer service ratings by users

Company churn metrics and reviews


The ideal candidate is an engaging and friendly team player who shares our commitment to customer satisfaction. We’re looking for:

Exemplary customer satisfaction skills

Somebody comfortable in a rapidly changing startup environment

The ability to adapt to and learn new processes

A creative problem solver

An independently motivated and intrinsically optimistic individual

Very good at written and verbal communication

Benefits

Talkspace is the world's leading online therapy company. We are based on Manhattan. Check out this article to read what it is like to use our product: www.today.com/money/text-therapy-if-your-smartphon...

We are a small company with a big mission, and we're growing fast! This position offers a comprehensive suite of health benefits.

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