Customer Success Specialist

About Sonder Mind

At Sonder Mind, we know that therapy works. Sonder Mind provides accessible, personalized mental healthcare that produces high-quality outcomes for patients. Sonder Mind'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, Sonder Mind'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, Sonder Mind defines care expectations while providing tools such as clinical note‑taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking. To follow the latest Sonder Mind news, get to know our clients, and learn about what it’s like to work at Sonder Mind, you can follow us on Instagram, Linkedin, and Twitter.

At Sonder Mind, we know that therapy works. Sonder Mind provides accessible, personalized mental healthcare that produces high-quality outcomes for patients. Sonder Mind'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, Sonder Mind'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, Sonder Mind defines care expectations while providing tools such as clinical note‑taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking. To follow the latest Sonder Mind news, get to know our clients, and learn about what it’s like to work at Sonder Mind, you can follow us on Instagram, Linkedin, and Twitter. At Sonder Mind, we are revolutionizing mental healthcare by leveraging technology to provide personalized and effective mental health solutions.

Sonder Mind 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, elevate 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 Sonder Mind.

• 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 Sonder Mind’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, Talk Desk, Sonder Mind 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…