Customer Support Specialist

Customer Support Specialist

SonderMind is hiring a Customer Success Specialist to deliver a world-class experience for clients and providers. You'll build rapport, research billing and claims, answer inquiries, set expectations, and provide basic technical support for the SonderMind platform. The Customer Success team is a strong, driven, collaborative team, where you'll have the opportunity to support our Clients and Providers with high impact results, making an active contribution daily to improving the lives of others and their mental health journey.

This role manages a high volume of forms, emails, and outbound calls while meeting individual performance metrics. Ideal candidates bring call center experience, knowledge of commercial insurance and Medicare, and strong communication skills to support our clients and provider group with accuracy, empathy, and professionalism.

What you'll do:

• Manage a high volume of client and provider inquiries across email, forms, and inbound/outbound calls
• Consistently demonstrate a positive, empathetic, and professional attitude in alignment with Sondermind's core competencies
• Provide accurate, complete, and timely information using the appropriate tools and resources:
• Knowledge Base Articles (Through Salesforce)
• TalkDesk
• Salesforce fluidity (Case navigation)
• SonderMind Admin platform
• G-Suite (Google Docs, Slides, Sheets, Forms, Meetings)
• Zoom (Monthly Company Meetings platform)
• UKG (Timecard Keeping)
• Jira
• Atlassian
• Okta (2 step verification)
• Slack
• Resolve complaints effectively by offering solutions and alternatives within established timeframes, and follow through to ensure resolution
• Accurately document all interactions, transactions, feedback, and complaints
• Collaborate with colleagues and cross-functional teams to support client and provider needs
• Meet and maintain performance standards
• Manage sensitive client interactions with professionalism and care, providing clear guidance and connecting clients to the proper resources

What does success look like?

• First 30 days: Fully understand our client and provider journey, understand SonderMind's technology platform and answer customer and therapist requests. Familiarize yourself with your approach to working efficiently and effectively while maintaining accountability and positive influence during interactions with internal team members and external clients and providers.
• First 60 days: Support all client and provider requests via chat, email, or phone, with maintaining efficiency and quality. - Resolve 9 cases per hour with focus on "First Case Resolution" and quality assurance of 90% or higher.
• First 90 days: Demonstrate the ability to effectively answer questions and requests from our customers and meet and exceed defined goals and targets. Demonstrates curiosity and eagerness to take on more challenging cases, leveraging available resources.

Who You Are:

Required Experience:

• Experience with a high volume billing support or customer service role: 2 - 3 years minimum
• Experience handling both inbound and outbound calls in a metric-driven environment
• Proven ability to navigate multiple platforms when resolving cases
• Excellent written and verbal communication skills
• Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST

Preferred Education/Experience:

• Previous call center or billing experience working with insurance and claim processing
• Experience with a ticketing system/sales or CRM systems
• Experience with basic troubleshooting and technical support
• Start up experience a plus

Our Benefits:

The hourly rate for this role is $21.64.

As leaders in redesigning behavioral health, we walk the walk with our employees' benefits. We want the experience of working at SonderMind to accelerate people's careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their lives and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A generous PTO policy with a minimum of three weeks off per year
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, commuter benefits and more!

Application Deadline

This position will be an ongoing recruitment process and will be open until filled.

Equal Opportunity

SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.