Teams at Talkspace

Leads and develops client support representatives, monitors performance and quality metrics, manages staffing and CRM queues, conducts coaching and reviews, supports hiring and payroll, improves SOPs and service processes, resolves escalated customer issues, and collaborates with training, quality, content, and other departments.

Develop demand forecasts, capacity and staffing plans, gap analyses, and what-if scenarios. Build recurring and ad hoc reports using Looker and spreadsheets, monitor real-time performance, investigate variances, and provide actionable recommendations to business leaders and operations stakeholders.

Analyze product, provider network, user engagement, and platform performance data using SQL and Python. Build dashboards, reports, data models, and automated quality reporting with Looker, dbt, and related tools. Partner with technical and business stakeholders to translate quantitative and qualitative insights into actionable product, operational, and strategic recommendations. Support data warehouse architecture, ETL/ELT processes, and senior leadership decision-making.