Director of Customer Support

Sana's vision is simple yet bold: make healthcare easy.

All of us can agree healthcare is simply too hard in the US. And our members feel that pain day in and day out. We aim to create an experience that simply feels easy when you need to access our healthcare system. If you need something, you know where to go to get it with care that is a click (or as few clicks as possible!) away.

What’s beautiful about a vision oriented toward “easy” is how it imparts a singular feeling. We instinctively know as humans when something is easy versus hard, even if we can’t explain why. We fight as a company to make an easy pathway available to all our members at every stage of their healthcare journey. If you feel passionate about delivering better healthcare to small businesses through a seamless care experience and affordable benefits, join us!

We're looking for a passionate, data-driven, and empathetic Director of Customer Support to lead our Customer Support team to the next level. In this role, you will be responsible for delivering the member experience of our future, providing simple yet impactful interactions with humans and technology -- all while personalizing the experience, maximizing engagement, and driving outcomes that truly matter to our end users. Success will be measured through customer satisfaction and our ability to meet and exceed customer support SLAs, while meeting cost-to-serve targets. All while enhancing the daily lives of our members, provider partners, and team. 

Reporting to the VP of Operations, you'll be a key cross-functional partner to Care Navigation, Case Management, Claims, Network Development, Customer Success, and Product & Engineering. If you care deeply about fixing what’s broken in U.S. healthcare and want real ownership ove

What you will do:

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.

About you:

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."

Benefits:

• 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