Customer Success Associate

TL;DR

Customer Success Associate (Customer Support): Delivering a seamless experience for brokers and admins by resolving issues, educating partners, and ensuring smooth operations. Focus on providing accurate assistance, addressing complaints, and maintaining detailed records of client interactions.

Location: Remote (US)

Salary: $26.44 an hour

Company

Sana is a health plan solution built for small and midsize businesses designed around an integrated primary care service.

What you will do

• Provide accurate assistance to support the administrative needs of Brokers and Admins across phone and email.
• Assist with the administrative side of onboarding and system needs for new and renewing Sana plans.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Maintain detailed records of client interactions, inquiries, complaints, and resolutions.
• Educate brokers and plan administrators on compliance requirements and contractual obligations.
• Collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.

Requirements

• 2 years+ of experience in work areas adjacent to support.
• Strong time management and organizational skills.
• Experience in health insurance or a related field preferred.
• Comfortable with remote work and modern web applications.
• Bilingual in Spanish and English is a plus.
• Outstanding communication skills in-person, over the phone, in writing, via email, chat, carrier pigeon, etc.

Culture & Benefits

• Remote company with a fully distributed team – no return-to-office mandates.
• Flexible vacation policy.
• Medical, dental, and vision insurance with 100% company-paid employee coverage.
• 401(k) with company match, FSA, and HSA plans.
• Transparent compensation & formal career development programs.
• Direct positive impact on members’ lives.