Director of Customer Support, Sana Benefits
$133.4-157k
Plus stock options
Employee health benefits & insurance plans
Be an early applicant
Employee health benefits & insurance plans
201-500 employees
Be an early applicant
$133.4-157k
Plus stock options
201-500 employees
Company mission
To deliver better healthcare to small businesses through a seamless care experience and affordable benefits.
Role
Who you are
- Experience: 6+ years of relevant experience, ideally in a fast-growth health, wellness, or benefits environment
- Industry & Operational Mastery: Ability to master the detailed ins-and-outs of our operations and the complex healthcare industry. You will use this knowledge to build, improve, and scale a concierge, white-glove support team that consistently delivers for both our members and provider community
- Technical Expertise: A Zendesk "ninja" with a deep understanding of their suite. You are also well-versed in leveraging AI/LLM tools to scale support operations
- Analytical Rigor: Exceptional ability to analyze daily/weekly metrics to find trends, drill-down into cases as needed, and to take decisive action
- Process Builder: You can translate "nitty-gritty" requirements into scalable processes, macros, and training materials
- People-First Leader: Excellent people manager and strong team player with a track record of working cross-functionally. You know how to identify, recruit, and maximize your team’s talent. People love working with and for you
- Talent Developer: 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
- EQ & Communication: Exceptional emotional intelligence and a master of change management. You communicate with clarity and purpose across all channels—ensuring the "why" behind every transition is as clear as the "how."
What the job involves
- We're looking for a passionate, data-driven, and empathetic Director of Customer Support to lead our Customer Support team to the next level
- In this role, you will be responsible for delivering the member experience of our future, providing simple yet impactful interactions with humans and technology -- all while personalizing the experience, maximizing engagement, and driving outcomes that truly matter to our end users
- Success will be measured through customer satisfaction and our ability to meet and exceed customer support SLAs, while meeting cost-to-serve targets. All while enhancing the daily lives of our members, provider partners, and team
- Reporting to the VP of Operations, you'll be a key cross-functional partner to Care Navigation, Case Management, Claims, Network Development, Customer Success, and Product & Engineering. If you care deeply about fixing what’s broken in U.S. healthcare and want real ownership
- 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
- 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
- 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
Our take
Health insurance benefits are essential for employers to remain competitive. But it can be difficult for small businesses to offer high-quality benefits at a reasonable rate, and without paying for things they don't need. Sana Benefits provides self-financed health insurance benefit plans which allow small businesses to pick and choose the services that they offer.
The company aims to provide options that are more affordable to small businesses than the insurance giants of the US. For example, Sana touts partnerships with Meditech startups such as Beam for dental coverage and Calm for mental wellness, and has intelligently partnered with small medical businesses and insurance startups.
Following investment from some top names in insurtech, the company has pursued expansion into new states and is set to be an industry leader. While the economic situation caused a round of layoffs early in 2023, Sana Benefits has remained positive - stating that by "re-orienting", it will be able to deliver on its mission well into the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2022
$60m
SERIES B
Oct 2021
$20m
SERIES A
Total funding: $106.8m
Company benefits
- Competitive salary and equity
- 100% remote
- Monthly stipend to work away from home
- Flexible PTO
- Medical, life, dental, and vision insurance
- 401(k)
- Paid maternity and parental leave
- Annual Learning Stipend
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Will Young
(Co-Founder & CEO)Having worked in Motion Picture and Business Development, and with YouTube Content Partnerships, they took an MBA at Harvard Business School. They then spent 2 years as Director of Justworks before co-founding Sana in June 2017.
Nathan Hackley
(Co-Founder)They started their career at Dynosaur Creative, before working in Web Development for Rogue Fitness and Barrel. They left their position as Engineer at Justworks to co-found Sana with Will in 2017.
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