Customer Success Specialist - Remote

Overview

The Customer Success Specialist at SonderMind is responsible for providing a world-class customer experience by managing client and provider inquiries, handling billing and claims, and offering basic technical support.

In Short

• Manage high volume of client and provider questions via emails, forms, and calls.
• Maintain a positive and professional attitude toward customers.
• Provide accurate information using appropriate methods/tools.
• Handle customer complaints and follow up on resolutions.
• Keep records of customer interactions and transactions.
• Communicate with other departments and colleagues.
• Maintain a QA average of 85% or higher.
• Connect distressed clients with proper resources when necessary.

Requirements

• Experience with billing support or customer service.
• Experience handling inbound and outbound calls in a metric-driven environment.
• Ability to navigate multiple platforms while assisting callers.
• Excellent written and verbal communication skills.
• Availability to work shifts Monday through Friday from 7am-6pm MST.

Benefits

• Flexible hybrid work arrangements.
• Generous PTO policy with a minimum of three weeks off per year.
• Free therapy coverage benefits.
• Competitive Medical, Dental, and Vision coverage.
• Employer-paid disability and life insurance.
• Eight weeks of paid parental leave.
• 401K retirement plan with matching contributions.
• Annual travel to Denver for company gatherings.
• Fourteen company holidays.
• Additional benefits including pet insurance and commuter benefits.