[Hiring] Director of Customer Support @Sana Benefits

Role Description

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.

What you will do:

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

Qualifications

• 6+ years of relevant experience, ideally in a fast-growth health, wellness, or benefits environment.
• Ability to master the detailed ins-and-outs of our operations and the complex healthcare industry.
• A Zendesk "ninja" with a deep understanding of their suite.
• Exceptional ability to analyze daily/weekly metrics to find trends and take decisive action.
• Ability to translate "nitty-gritty" requirements into scalable processes, macros, and training materials.
• Excellent people manager and strong team player with a track record of working cross-functionally.
• Dedicated to fostering your team members’ continued career growth through regular coaching and actionable feedback sessions.
• Exceptional emotional intelligence and a master of change management.

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.

Company Description

Founded in 2017, Sana is a health plan solution built for small and midsize businesses — designed around our integrated primary care service, Sana Care. We’ve been remote-first since day one, with a fully distributed team across the U.S. We value curiosity, ownership, and speed — and we build in the open, together.