Director of Customer Support

🕒 May 20

🇺🇸 United States – Remote

💵 $133.4k - $157k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Sana

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 $60M Series B on 2022-06

Healthcare Insurance • SaaS • B2B

Sana is a company providing modern health benefits tailored specifically for small businesses. The company offers comprehensive health plans which include medical, dental, and vision coverage, along with $0 healthcare options like virtual care, maternity, labs, and imaging services. Sana aims to simplify the management of health benefits, offering features like real-time employee management and transparent claims viewing. With a focus on affordability, businesses can save up to 20% by choosing Sana, with a high rate of renewal among clients. Their service includes a dedicated team of medical and benefits experts to assist members with guidance and in-network referrals. Sana emphasizes strong customer support with high satisfaction ratings, ensuring employees can keep their preferred providers without incurring out-of-network fees. The company prides itself on being a reliable and budget-friendly option for small businesses.

📋 Description

• Develop a business plan for the member and provider experience that anticipates future growth and technological shifts. • Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week. • Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions. • Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues. • Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst. • Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates. • Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams. • Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.

🎯 Requirements

• 6+ years of relevant experience, ideally in a fast-growth health, wellness, or benefits environment. • Ability to master the detailed ins-and-outs of our operations and the complex healthcare industry. • A Zendesk "ninja" with a deep understanding of their suite. • Exceptional ability to analyze daily/weekly metrics to find trends, drill-down into cases as needed, and take decisive action. • You can translate "nitty-gritty" requirements into scalable processes, macros, and training materials. • Excellent people manager and strong team player with a track record of working cross-functionally. • You are dedicated to fostering your team members’ continued career growth through regular coaching, consistent 1:1s, actionable feedback sessions, and accessible mentorship during business hours. • Exceptional emotional intelligence and a master of change management.

🏖️ Benefits

• Remote company with a fully distributed team – no return-to-office mandates • Flexible vacation policy (and a culture of using it) • Medical, dental, and vision insurance with 100% company-paid employee coverage • 401(k) with company match, FSA, and HSA plans • Paid parental leave • Short and long-term disability, as well as life insurance • Competitive stock options are offered to all employees • Transparent compensation & formal career development programs • Paid one-month sabbatical after 5 years • Stipends for setting up your home office and an ongoing learning budget • Direct positive impact on members’ lives – wait until you see the positive feedback members share every day