Director of Customer Support

Sana

Director of Customer Support at Sana, focusing on enhancing member experiences in healthcare operations. Leading a team to improve support interactions and achieve key performance indicators.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesLead💰 $133,450 - $157,000 per yearWebsite

About the role

Key responsibilities & impact

Develop a business plan for the member and provider experience that anticipates future growth and technological shifts.
Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week.
Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions.
Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues.
Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst.
Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates.
Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams.
Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.

Requirements

What you’ll need

6+ years of relevant experience, ideally in a fast-growth health, wellness, or benefits environment.
Ability to master the detailed ins-and-outs of our operations and the complex healthcare industry.
A Zendesk "ninja" with a deep understanding of their suite.
Exceptional ability to analyze daily/weekly metrics to find trends, drill-down into cases as needed, and take decisive action.
You can translate "nitty-gritty" requirements into scalable processes, macros, and training materials.
Excellent people manager and strong team player with a track record of working cross-functionally.
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.
Exceptional emotional intelligence and a master of change management.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-driven support toolsworkforce forecastingquality managementdata analysisprocess automationscalable processesmetrics analysistraining materialsticket managementcustomer support strategy

Soft Skills

people managementteam playeremotional intelligencechange managementcoachingmentorshipcross-functional collaborationactionable feedbackproblem-solvingcommunication