Customer Success Specialist

SonderMind

8d • Hybrid

About The Position

SonderMind is hiring a Customer Success Specialist to deliver a high-quality, empathetic phone experience for clients and providers. This role exists at the intersection of billing expertise and customer service — you will be the voice our clients hear when they have questions about their insurance, their bills, or their account. You will handle inbound and outbound calls, research billing and claims issues in real time, escalate to specialists as necessary, and resolve inquiries with accuracy and care.
This is a primary phone-support role (with the vast majority of time spent on live calls) designed for someone who thrives in a structured, metric-driven environment and brings prior experience in healthcare billing or high-volume call center support. You will join a collaborative team committed to making mental healthcare more accessible, and your work will have a direct impact on the experience our clients and providers have with SonderMind.

Requirements

• 0 to 1+ years of experience in a customer-facing role (i.e. retail, hospitality, customer service, food service, office administration, etc.)
• Experience handling both inbound and outbound calls in a metric-driven environment
• Proven ability to navigate multiple platforms simultaneously while on a live call
• Excellent verbal and written communication skills with a professional, empathetic phone presence
• Must be available to work shifts between Monday–Friday, 7am–6pm MST

Nice To Haves

• Previous call center experience in a healthcare or behavioral health setting
• Familiarity with CPT and ICD-10 coding
• Experience with Salesforce, TalkDesk, or similar CRM/telephony platforms
• Experience with insurance claims research, appeals, or collections
• Startup or high-growth environment experience a plus

Responsibilities

• Handle a high volume of inbound and outbound phone calls from clients and providers related to billing questions, insurance claims, and account inquiries
• Deliver accurate, empathetic, and professional support on every interaction in alignment with SonderMind's core competencies
• Research and resolve billing discrepancies, outstanding balances, and insurance claim issues while the client or provider is on the line
• Navigate multiple platforms simultaneously — including Salesforce, TalkDesk, SonderMind Admin, and internal knowledge bases — to resolve inquiries in real time
• Accurately document all call interactions, resolutions, and follow-up actions in Salesforce
• Coordinate with internal billing and customer success teams to resolve escalated issues that cannot be resolved on the first call
• Meet and maintain individual performance metrics, including call quality scores (QA average of 90%+) and case resolution targets
• Manage sensitive client interactions with care, providing clear guidance and connecting clients to appropriate resources when needed
• And other responsibilities and ad-hoc projects from time to time based on business needs.

Benefits

• The hourly rate for this position is $21.64/hr.
• A commitment to fostering flexible hybrid work
• A generous PTO policy with a minimum of three weeks off per year
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, commuter benefits and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed