Employer: Sana Benefits
Our health system is broken, and it’s a huge problem. Costs are rising out of control while the patient experience gets worse. At Sana, we’re passionate about fixing this problem by bringing accessible and affordable health plans to small and medium businesses. We’ve built an innovative team with top talent from across the health insurance and tech industries to create engaging, modern plans for our clients. This allows our customers to offer competitive benefits packages while paying an average of 20% less than traditional plans.
Sana is looking for a Customer Success Associate to join our Customer Operations team to support our customer administrators once they are live on Sana. As a Customer Success Associate, you will be responsible for answering and resolving inbound support tickets that come in through a variety of channels. To be successful in this role, you must be highly organized, proactive and motivated by closing tickets within defined SLAs and with a high level of quality. The ideal candidate will also help develop best practices and be open to other responsibilities in a hands-on, collaborative environment.
What you will do
- Own the entire ticket management process for clients once they go live with Sana for their health insurance.
- Maintain organized ticket queues, ensuring that all are kept up to date on a consistent basis.
- Escalate issues as needed to drive resolution for high priority, urgent cases.
- Be a knowledge partner, researching, documenting, and educating others on updates related to internal process, external policy, and best practices.
- Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.
- File feature enhancements and engineering bug tickets on an as needed basis.
About you
- You have anywhere from 1-2 years of experience in a technical or support role within the software or healthcare industry.
- Familiarity with systems such as Zendesk, Monday.com, Asana and Salesforce.
- You’re ok with the unknown. We’re relatively new and we’re constantly learning and improving as we go.
- You communicate well through email or phone.
- Entrepreneurial. Self-directed. Excited to build something from scratch.
- Passionate. You care about making our healthcare system work better for people and business owners.
- Grit. 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.