Account Operations Lead at Talkspace

| Greater NYC Area | Remote
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Our mission at Talkspace is to make therapy affordable and accessible to everyone. To get there, we need exceptionally talented, bright, and driven people. Want to help over one million people feel better? Come join our team!


What You'll Do

  • Enterprise account operations
    • Handle all internal configuration needs for account management, including:
      • Renewals
      • Upsells
      • Terminations
      • Maintenance: group file and eligibility file analysis & processing
      • Monthly population updates
      • Monthly reporting support, as needed
  • Process improvement and documentation
    • Work cross-functionally to develop and improve upon processes
    • Documentation, implementation, and monitoring of processes
  • Support for Finance team to assure proper billing across enterprise book of business
    • Work with Finance to address potential billing issues and errors, and updating admin systems as needed
  • Zendesk administration
    • Configure, maintain and restructure the Zendesk infrastructure
    • Administer the use of Zendesk contact channels to optimize effectiveness of Operations teams
    • Manage a queue of operational requests, prioritizing against evolving business priorities
    • Identify operational weaknesses and help improve or innovate new processes
  • Cross-functional collaboration 
    • Partner with internal stakeholders from product, network, support, sales, account management teams to understand needs and adjust process and procedure as needed
  • Subject matter expertise
    • Assist members of the sales, implementation, account management, and support teams with questions and problem solving related to account maintenance
    • Communicate operational information to team members via Slack, email and in meetings
  • Additional duties as assigned

About You

  • Bachelor's Degree
  • 2-4 years of professional experience in operations
  • Experience in a fast-paced, high-growth company
  • Attention to detail and superior organizational skills are a must
  • Experience in configuring or administering consumer ticketing platforms such as Zendesk, Freshdesk, Salesforce, etc.

Bonus Points

  • Experience in health tech working with external accounts
  • SQL experience
  • Excel/Sheets expertise 

Why Talkspace? 

Talkspace is a clinical quality led telebehavioral healthcare company, focused on making quality behavioral health accessible and affordable to millions in need. Its signature psychotherapy and psychiatry product connects individual users with a network of thousands of licensed mental health providers through an easy-to-use and HIPAA-compliant web and mobile platform. With Talkspace, users can send their dedicated providers unlimited text, video, picture and audio messages from anywhere, at any time. Talkspace also provides psychiatry services and prescription fulfillment, adolescent therapy and couples counseling.

Our focus to help people feel better starts at Talkspace, where we connect and collaborate as a team to make the world a better place. Fun company-wide events, happy hours, wellness perks, flex PTO, access to Talkspace products, and competitive benefits are just some of the ways we make Talkspace a great place to work. Do you want to save the world? Come join us! 


EQUAL OPPORTUNITY EMPLOYER

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification, if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.

Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • React NativeFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • SketchDesign
    • JIRAManagement

Location

During COVID we've decided to go remote to support Talkspacers. At least thru 2020, we are officially committed to WFH.

What are Talkspace Perks + Benefits

Culture
Daily sync
Open door policy
Pair programming
Diversity
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Free Talkspace and Monthly Wellness Stipend
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Dependant on the role.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
With options for remote work when needed.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Pet Friendly
Bring your pet to your next Zoom meeting!
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Continuing Education stipend
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