Director of Customer Support in Remote at Sana Benefits

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.

• 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."

• 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

Founded in 2017, Sana is a health plan solution built for small and midsize businesses — designed around our integrated primary care service, Sana Care. It’s the foundation of everything we build: ensuring members can easily access high-quality, affordable care while employers and brokers have the tools they need to manage company benefits with confidence.

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. If you’re energized by solving complex, meaningful problems and want to help reshape how healthcare works from the inside out, we’d love to meet you.