At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Provider Support Representative III to join our Network and Clinical Quality team. The Provider Support Representative is responsible for addressing inquiries from providers and sending proactive outreaches to providers through email, chat, and phone. Demonstrating a knack for creative problem-solving, they navigate and resolve issues, providing guidance and effective troubleshooting. With a balance of independence and teamwork, they collaborate with colleagues and contribute to process improvement by compiling data on service areas that can be enhanced. Technical proficiency is essential, requiring a deep understanding of Talkspace products, features, and internal systems. Additionally, the Provider Support Representative is responsible for proactive engagement with the Product team to communicate bugs and user feedback, as well as collaboration with the Clinical team to address and escalate provider concerns. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Provider Support
  • Serve as the frontline for Provider Support inquiries.
  • Work through creative solutions to effectively answer provider questions.
  • Provide guidance, troubleshoot, resolve issues and route feedback.
  • Meet performance expectations around productivity and quality.
  • Identify patterns in provider needs and proactively develop response templates, resource guides, and internal workflows to improve consistency and efficiency.
• Provider Outreach
  • Send proactive personalized outreaches to providers to motivate provider behavior.
  • Adapt to and use different modalities of communication (phone, SMS, chat, email) with providers as needed.
  • Show impact of such outreaches with organized and detailed tracking.
• Operational Excellence & Process Ownership
  • Analyze inquiry trends and operational metrics to identify areas for support process optimization.
  • Support with and monitor regular reporting on provider support KPIs.
• Cross-Functional Collaboration & Feedback Integration
  • Act as a liaison between providers and Product, surfacing technical and usability issues with clear documentation.
  • Represent the voice of the provider in cross-functional feedback loops, driving improvements in product, policy, and communication.
  • Support Clinical and Network teams in managing escalated provider concerns, ensuring timely resolution and follow-through.
• Technical Proficiency & System Knowledge
  • Maintain deep knowledge of Talkspace’s provider-facing products, internal tools, and troubleshooting protocols.
  • Independently investigate, triage, and escalate high-impact bugs or outages to relevant technical teams.
• Performs other related duties as assigned.

About You

• BA/BS degree in a related field (e.g., Health Administration, Communications, Psychology, Business) or equivalent experience required; advanced coursework or certification in customer experience, healthcare operations, or related areas a plus.
• 4+ years of experience in customer service, technical support, or provider operations required, preferably within a healthcare, digital health, or tech-driven environment.
• Demonstrated success handling complex, high-volume support inquiries and resolving escalated issues with minimal supervision.
• Strong written and verbal communication skills, with the ability to clearly document issues and communicate with both providers and internal stakeholders.
• Comfort working across multiple internal systems and platforms; experience with CRM tools (e.g., Zendesk), support dashboards, and ticketing systems required.

Benefits

• Comprehensive Medical, Dental and Vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The hourly rate for this role is $25/hr.

Why Talkspace?

Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

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 or if your path has been nontraditional — such as not completing a formal degree program, taking a career break, or having a prior criminal record — 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.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace?

Diversity

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.