Customer Success Specialist

About SonderMind At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental healthcare that produces high-quality outcomes for patients. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them, should they choose to use their insurance. From there, SonderMind's clinicians are committed to delivering best-in-class care to all patients by focusing on high-quality clinical outcomes. To enable our clinicians to thrive, SonderMind defines care expectations while providing tools such as clinical note-taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking. To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter. At SonderMind, we are revolutionizing mental healthcare by leveraging technology to provide personalized and effective mental health solutions. About The Role 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. What You'll Do Handle a high volume of inbound and outbound phone calls from clients and providers related to billing questions, insurance claims, and account inquiriesDeliver accurate, empathetic, and professional support on every interaction in alignment with SonderMind's core competenciesResearch and resolve billing discrepancies, outstanding balances, and insurance claim issues while the client or provider is on the lineNavigate multiple platforms simultaneously — including Salesforce, TalkDesk, SonderMind Admin, and internal knowledge bases — to resolve inquiries in real timeAccurately document all call interactions, resolutions, and follow-up actions in SalesforceCoordinate with internal billing and customer success teams to resolve escalated issues that cannot be resolved on the first callMeet and maintain individual performance metrics, including call quality scores (QA average of 90%+) and case resolution targetsManage sensitive client interactions with care, providing clear guidance and connecting clients to appropriate resources when neededAnd other responsibilities and ad-hoc projects from time to time based on business needs. Success in this role First 30 days: Fully understand the client and provider journey, SonderMind's platform, and billing workflows. Demonstrate professionalism and empathy on every call and begin handling inbound inquiries with support. First 60 days: Handle inbound and outbound calls independently across billing and customer support queues. Meet core performance benchmarks including QA scores of 90%+ and case resolution targets. First 90 days: Consistently meet and exceed individual performance metrics. Demonstrate ability to resolve complex billing and claims inquiries on the first call. Take on more challenging cases with confidence and leverage available resources effectively. Ongoing: Maintain high call quality, meet productivity targets, and contribute to team knowledge by flagging recurring issues and process improvement opportunities. Who You Are: Required Experience: 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 environmentProven ability to navigate multiple platforms simultaneously while on a live callExcellent verbal and written communication skills with a professional, empathetic phone presenceMust be available to work shifts between Monday–Friday, 7am–6pm MST Nice to Haves: Previous call center experience in a healthcare or behavioral health settingFamiliarity with CPT and ICD-10 codingExperience with Salesforce, TalkDesk, or similar CRM/telephony platformsExperience with insurance claims research, appeals, or collectionsStartup or high-growth environment experience a plus Our Benefits The hourly rate for this position is $21.64/hr. As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work. Our benefits include: A commitment to fostering flexible hybrid workA generous PTO policy with a minimum of three weeks off per yearFree 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 optionsEmployer-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 salaryTravel to Denver 1x a year for annual Shift gatheringFourteen (14) company holidaysCompany Shutdown between Christmas and New YearsSupplemental life insurance, pet insurance coverage, commuter benefits and more! Application Deadline This position will be an ongoing recruitment process and will be open until filled. Our Hiring Process & Use of AI At SonderMind, we use technology, including AI-assisted tools, to support our recruiting process. These tools help us operate efficiently and provide a consistent, timely experience for every candidate. They may assist our team with activities such as scheduling interviews, taking notes and transcriptions, organizing candidate information, and coordinating outreach. In the course of using these tools, we may process the personal and professional information you share with us as part of your application. All hiring decisions at SonderMind, including whether to advance, reject, or extend an offer to a candidate, are made by members of our recruiting and hiring teams. We do not rely on automated systems to make these decisions about candidates. We are committed to a fair and equitable process. If you have questions about the technologies used in our recruiting process, would like to request an alternative method of engagement, need an accommodation, or would like a member of our team to review a decision about your candidacy, please contact us at talent@sondermind.com. Equal Opportunity SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.