Customer Success Specialist

Customer Success Specialist

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, 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 Sonder Mind.

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 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 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.

Success in this role:

• First 30 days: Fully understand the client and provider journey, Sonder Mind'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 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, Talk Desk, or similar CRM/telephony platforms
• Experience with insurance claims research, appeals, or collections
• Startup 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 Sonder Mind to accelerate people's careers and enrich their lives, so we focus on meeting Sonder Minders wherever they are and supporting them in all facets…