Interview Studio

Requirements found

Scheduling (must) Training Customer Service (must) Zendesk (nice) Jira (nice) Project Management

What this posting asks for

Level: Mid level — The posting asks for 2+ years of experience.

Main responsibilities

• Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined succ…
• Conduct 1:1 meetings and performance reviews with direct reports to help motivate them in their daily workload, while also driving team morale, and fostering…
• Staff departmental specialty projects based on required skill set per focus area and volume needs; oversee the execution of duties + conduct periodic analysi…
• Report on your micro team’s production and quality performance on a weekly basis, noting trends and discussing required action plans for performance improvem…
• Monitor departmental staffing levels through scheduling + gameplan mapping, suggest changes to help support daily operations, as needed.
• Participate in the implementation of department performance metric targeting; work with key stakeholders to refine SLAs as business goals shift.
• Design and execute corrective action plans for representatives not achieving outlined performance and quality metrics.
• Participate in hiring of support representatives and assist new hires to ramp to production within outlined timeframes.
• Execute weekly payroll responsibilities.
• Participate in leadership training, as assigned.

Competencies an interviewer will look for

• Technical skill Core
  In the posting: “Actively monitor all CRM ticket inboxes/queues to ensure teams are meeting required first response times.” · “Effectively manage all leadership CRM inboxes/queues, directing and answering tickets, as needed.” · “Optimize internal use of QA software to record outcomes of coaching conversations for posterity and stakeholder visibility.”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Problem solving Core
  In the posting: “Assist support representatives to investigate client reports of service interruptions, partner with internal teams on a resolution and communicate to support…” · “Partner with department Specialists/Leads to resolve escalated support tickets.” · “Initiate cross-departmental communication and coordinate to escalate and resolve customer issues.”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Communication Core
  In the posting: “Assist support representatives to investigate client reports of service interruptions, partner with internal teams on a resolution and communicate to support…” · “Assist with the development and implementation of company service policies and updates, draft documentation pertaining to customer service department activit…” · “Initiate cross-departmental communication and coordinate to escalate and resolve customer issues.”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Teamwork and collaboration Core
  In the posting: “To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us to achieve our mission of bringing quality mental…” · “Work closely with department leadership on strategies to maintain queues, assigning representatives where needed, to prevent increases to backlog.” · “Assist support representatives to investigate client reports of service interruptions, partner with internal teams on a resolution and communicate to support…”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Leadership and mentoring Core
  In the posting: “We are looking for an experienced Client Support Supervisor to join our Client Support team.” · “Participate in leadership training, as assigned.” · “Effectively manage all leadership CRM inboxes/queues, directing and answering tickets, as needed.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “We are looking for an experienced Client Support Supervisor to join our Client Support team.” · “This role would be responsible for leading and developing a team of client support representatives, ensuring their success from their first day at Talkspace …” · “Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined succ…”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “Monitor departmental staffing levels through scheduling + gameplan mapping, suggest changes to help support daily operations, as needed.” · “Superb organizational and project management skills.” · “Proven people leadership skills (coaching, staffing, planning).”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “This includes assessing their work, providing feedback, and driving performance and quality to achieve outlined success metrics.” · “Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined succ…” · “oversee the execution of duties + conduct periodic analysis of project effectiveness.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Attention to detail and quality Core
  In the posting: “This includes assessing their work, providing feedback, and driving performance and quality to achieve outlined success metrics.” · “To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us to achieve our mission of bringing quality mental…” · “Lead and develop a team of client support representatives from their first day at Talkspace through their last, ensuring the achievement of all outlined succ…”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Stakeholder management Core
  In the posting: “work with key stakeholders to refine SLAs as business goals shift.” · “Optimize internal use of QA software to record outcomes of coaching conversations for posterity and stakeholder visibility.” · “Experience with third parties/vendor management”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Ownership and accountability Supporting
  In the posting: “Self-starter, able to work independently and prioritize effectively.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Adaptability and learning Supporting
  In the posting: “Flexible PTO and Remote First Environment”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

Read from the posting's own words by fixed rules — no AI service. Nothing you paste is sent anywhere or stored.