Description

Talkspace is hiring a hard-working, friendly, and optimistic individual 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 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

About you

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

- Excellent health, dental and vision insurance 
- Retirement benefits 
- Free snacks 
- Free lunch twice a week
- Free therapy through Talkspace

About Talkspace

Talkspace is the world's leading online therapy company. Check out this article to read what it is like to use our product: http://www.today.com/money/text-therapy-if-your-smartphone-charged-shrink-t4091