Customer Success Specialist at Sondermind · LumiJobs

Responsibilities

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.
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.
Success in this role

Customer Success Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Sondermind

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