sanabenefits - Sana Benefits - Director of Customer Support
Responsibilities
• Strategic & Operational Leadership • Forward-Thinking Planning: Develop a business plan for the member and provider experience that anticipates future growth and technological shifts. • Scaling & Efficiency: Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week while meeting cost-to-serve targets. Emphasis on customer care, quality management, workforce forecasting, scheduling, recruiting, coaching, quality assurance, and training. • AI & Automation Integration: Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions. • Escalation Management & Root Cause Analysis: Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues. • Team Development & Management • Leadership: Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst to support our members and provider community in solving everyday problems. • Performance Management: Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates. • Mentorship: Foster career growth through regular coaching, consistent 1:1s, and feedback sessions. • Data & Quality Assurance • Insights: Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams. • Quality Control: Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.
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
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