Legal Marketing and Case Support Specialist
Job Duck
Senior Manager, Customer Service
Sesame
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $190,000 per year
Job Level
Senior
About the role
- We’re Sesame and we’re building a transformative health care platform that makes it easier and more affordable for all Americans to access high-quality health care.
- We believe everyone should be able to get high-quality care for a fair price and we work with doctors who share our vision.
- Sesame has teams across the U.S. and in Berlin and has raised nearly $100 million in funding to grow U.S. operations.
- Sesame is seeking a Senior Manager of Customer Service to lead and scale our customer success function with a focus on vendor and BPO management.
- This individual will oversee the strategy, performance, and operations of our outsourced customer success team while ensuring seamless collaboration with internal teams.
- Critical leadership role responsible for driving customer satisfaction, retention, and operational excellence.
Requirements
- 3-6+ years of experience in customer service, operations, or customer support, with at least 2-3 years managing external BPO/vendor partnerships.
- Detail-oriented and rigorous process management skills, with the ability to organize and document multi-step workflows.
- Aptitude for, or interest in, leveraging technology and AI to optimize processes – including ways to ‘fill the cracks’ in existing customer service provision and provide a continuous presence for customers.
- Proven track record of scaling customer success operations in a high-growth environment.
- Strong background in vendor negotiations, SLA management, and operational performance tracking.
- Analytical and data-driven, with expertise in using metrics to drive improvements.
- Excellent communication and relationship-building skills, with the ability to influence at all levels (executive leadership, partners, cross-functional peers).Experience in digital health, healthcare technology, or consumer marketplaces is a plus.
- Highly adaptable, resourceful, and energized by solving complex operational challenges.
