• Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English. • Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction. • Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention. • Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency. • Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery. • Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes. • Record Details: Accurately document all work and partner interactions in our CRM system.

• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.). • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported. • Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace. • Educate clients on self-service resources available to them through our platform. • Follow up with clients when necessary to ensure resolution and satisfaction. • Identify client contact reason trends and roll up potential issues that may be interrupting service for client to leadership daily, as needed. • Keep up with business updates to ensure the assistance provided to clients is accurate. • Ability to meet productivity and quality benchmarks set by leadership. • Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates). • Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction. • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled. • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed. • Performs other related duties as assigned.

• Resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. • Assisting in remediation efforts to prevent repeat complaints and reduce overall complaint volume. • Researching, resolving, and responding to complaints received by phone, mail, email, fax, social media and third-party agencies. • Tracking and researching customer complaints. • Providing clear, complete, timely and professional written responses to customer complaints. • Engaging internal and external resources as needed to support complaint resolution. • Maintaining accurate and complete records for documentation. • Partnering with inside and outside litigation counsel and providing required documentation as needed.

• Assist with Pricing and Deal workflows • Prepare Pricing and Deal Structure, use and master internal pricing tools • Order Form: Creation, amendments, and execution (signatures): Engage with client stakeholders to ensure Proposal Bill Of Materials (OFs) are correct • Quote creation: CPQ workflows, including converting CPQ into a customer-facing quote/doc • Oversee and maintain CRM records • Account Data/Ownership queries: Account consolidation, SID movements • Updating account, opportunity, contact, and lead level data • Be an Internal liaison for creating and submitting requests and following up through resolution on them • Provide Customer support by hopping on customer calls along with an AE • Supporting Team Success by creating and maintaining team-level tracker for all cross-functional challenges and asks