Customer Support Manager, Sana Benefits
$80-95k
Employee health benefits & insurance plans
Job no longer available
Employee health benefits & insurance plans
201-500 employees
Job no longer available
$80-95k
201-500 employees
Company mission
To make quality healthcare understandable, accessible and affordable for all.
Role
Who you are
- Bachelor’s degree with 3 years of related experience in social work, patient advocacy, or health coaching preferred
- Based in Austin, TX or experienced in remote work
- Excellent communicator
- Some knowledge of healthcare and/or insurance benefits preferred
- Entrepreneurial. Self-directed. Excited to build something from scratch
- Values-oriented. You care about making our healthcare system work better for people and business owners
- Gritty. You aren’t worried about getting your hands dirty and working hard when you need to
- Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description
- Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development
What the job involves
- Lead a team of Member Advocates who provide accurate and understandable guidance to members and providers in the complex world of health insurance and employer benefits across multiple channels (phone, text, chat, and email)
- Consistently hold 1:1’s with Member Advocates on your team to provide coaching, give and receive feedback, build trust, and promote career development
- Perform quality assessments on support interactions, and directly provide feedback to team members
- Ensure that team and individual goals are met, including inbound support metrics and KPI’s
- Handle ticket escalations from Member Advocates as they arise
- Assist with ticket triaging, staffing assignments, and other workforce management tasks
- Work with the administrative side of Zendesk, in order to manage the team groups, views, and other aspects of the team’s daily operations
- Participate in the hiring process to continue growing the support team
- Lead projects that contribute to the success of the support team
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. The economic situation caused a round of layoffs early in 2023, but 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
- 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.
Salary benchmarks
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