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Director of Customer Support

1 hour, 14 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
LLM
Apply Now
Sana Benefits

Sana Benefits

Sana Benefits offers dependable and affordable health insurance solutions for small businesses, including medical, dental, and vision coverage, as well as $0 healthcare options like virtual care and maternity services.

Insurance
251-1K
Founded 2017
$107M raised
View All Jobs 3

Description

  • Develop a business plan for the member and provider experience that anticipates future growth and technology changes.
  • Implement tools and processes to handle thousands of multi-channel support tickets per week while meeting cost-to-serve targets.
  • Lead the strategy for integrating AI-driven support tools to automate routine workflows and improve self-service.
  • Manage escalation processes and partner cross-functionally to resolve the root causes of member and provider issues.
  • Grow and lead the Customer Support team, including Customer Support Managers, Member Advocates, and a Workforce Management Analyst.
  • Ensure the team meets OKRs, SLAs, and KPIs such as CSAT, chat first response time, and call answer rates.
  • Coach and develop team members through regular 1:1s, feedback sessions, and career growth support.
  • Use support data to generate actionable insights for Product, Sales, and Operations teams.
  • Oversee quality management, workforce forecasting, scheduling, recruiting, training, and process improvement to maintain a high-quality support experience.

Requirements

  • 6+ years of relevant experience, ideally in a fast-growth health, wellness, or benefits environment.
  • Deep understanding of healthcare operations and the ability to scale a concierge, white-glove support team.
  • Strong experience with Zendesk and its suite of tools.
  • Experience using AI/LLM tools to scale support operations.
  • Exceptional analytical skills with the ability to review daily and weekly metrics, identify trends, and take action.
  • Ability to build scalable processes, macros, and training materials from detailed requirements.
  • Track record as a people-first leader who can manage, recruit, and develop talent across teams.
  • Strong cross-functional collaboration skills and the ability to work effectively with multiple teams.
  • High emotional intelligence and strong change management and communication skills.
  • Experience in a remote, fast-growth environment is preferred.

Benefits

  • Fully remote, distributed company with no return-to-office mandate.
  • Flexible vacation policy and a culture that encourages taking time off.
  • Medical, dental, and vision insurance with 100% company-paid employee coverage.
  • 401(k) with company match, plus FSA and HSA plans.
  • Paid parental leave.
  • Short- and long-term disability coverage, plus life insurance.
  • Competitive stock options and transparent compensation.
  • Formal career development programs, a one-month sabbatical after 5 years, a home office stipend, and an ongoing learning budget.

Interested in this position?

Apply directly on the company website

Apply Now

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