Customer Support Representative

| Greater Denver Area
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This is a remote role but considering applications in Denver, CO  and El Paso, Texas

About this Role

We are seeking Customer Support Representatives to join our team! Our Customer Support Representatives (known as Wellness Coordinators) are tasked with building rapport with our customers and therapists in order to provide a world-class customer experience through phone, email and chat. Wellness Coordinators ensure a great experience by quickly building rapport with customers, researching complaints, and following through with customers to completion. Wellness Coordinators use time management skills to complete all tasks in a timely manner and are held accountable for metrics that may change due to business needs.

As such, the ideal candidate will have previous customer support or account management experience with specific experience in customer support. This candidate will be able to communicate clearly with a variety of clients to support them on their mental wellness journey, as well as with internal coworkers to resolve challenges and advance our Client Success processes as we grow rapidly. 

Expected Outcomes:

  • Within one week: Fully understand our client match flow process and be able to respond to simple customer requests
  • Within two weeks: Understand SonderMind's technology platform and answer customer requests
  • Within one month: Answer all customer requests via chat, email, or phone

Gotta Have This:

  • 1-2 years of customer service experience either in a call center or people facing environment giving great customer service
  • You possess a high sense of urgency and proactivity and have never encountered a problem you can’t solve
  • When you think of success you think of TEAM work
  • You have a flexible schedule. Days will vary between our normal work hours of 7AM - 7PM 
  • Someone with an ownership mindset
  • Critical thinking and problem solving 
  • Experience balancing multiple technologies when working with a customer 
  • Experience working in a flexible, fast paced environment
  • Ability to multitask and work in a high volume environment

Nice to Have: 

  • You have had previous experience with a ticketing system / sales / or CRM systems
  • You have worked at a Startup previously and/or have had behavioral health experience
  • You have had previous contact center experience 

Schedule:

  • Schedule will be 40 hours a week Monday - Sunday 
  • Hours range from 7am-7pm
Benefits:
  • Experience and Career Growth. You will be part of the core team as the company enters a major growth phase. We always look to promote first from within and everyone on the team is taking on multiple roles. We don’t know how to say “that isn’t my job.”
  • Startup Environment. From our great downtown location, to unlimited coffee and healthy snacks, to a 2019 & 2020 Best Place to Work office culture, things are changing and improving EVERY SINGLE DAY. 
  • Benefits. SonderMind provides exceptional employee benefits including covering the majority of dental, vision, and medical premiums. Mental health copays are covered at 100% on select medical plans.401k matching for up to 4% salary deferred. 
  • Stock Option Grant. We want all of our team to be focused on long-term success and growth.
  • Mandatory Vacations. We’ve read the research and it is clear – employees who take vacation are more productive, happier and compensated more. SonderMind has an uvacation policy, but REQUIRES employees to take a minimum of 3 weeks of vacation per year.
  • Competitive Start-Up Salary. Bilingual Team Members receive a Bilingual Differential on top of regular hourly wages. 
 
SonderMind Inc. is an equal opportunity employer. Our employees may be exposed to sensitive personal information throughout their regular duties. For this reason, we maintain exceptionally high expectations of ethical conduct and require all incoming employees to pass a background check. 
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • HTMLLanguages
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • SketchDesign
    • NotionManagement

Location

While we can't share our exact office location, know that we have easy access to public transit options and plenty of restaurants and bars nearby.

An Insider's view of SonderMind

How would you describe the company’s work-life balance?

I'm really lucky to work with a team that genuinely cares about the mission & are dedicated to making it a success. With that comes a lot of trust from leadership. We are encouraged to work efficiently, not measured by the hours we spend at our desk. As long as we are adhering to milestones & timelines, where & when we work is not questioned.

Clarissa

Manager of UX/UI Design

What projects are you most excited about?

As part of Sondermind’s goal to be a complete solution for therapists & their patients, we handle all the therapists' billing, insurance billing, & invoicing. We’re continually expanding out this functionality, & I’m really excited to provide more robust & convenient features to make it easier for people to get therapy & for therapists to get paid.

Anthony

Senior Software Engineer

What makes someone successful on your team?

It's important to me to find someone that aligns with our core values. This person contributes their fair share, is motivated and invested in achieving our goals, and believes in our mission. I'm looking for individuals that care for their teammates and the company and is willing to go above & beyond their job description.

Jenny

Director of Revenue Operations

How do you empower your team to be more creative?

This all comes back to our core value of Courage. Risk-taking is part of the fabric of SonderMind & creativity is risk-taking on a very personal level. It's having the courage to think differently. The team is empowered via our very public celebrations of courage & highlighting how it's OK even when the results fall short the first time.

Brannan

Chief Development Officer

What’s the vibe like in the office?

Refreshing is the word that comes to mind! Everyone treats you with genuine care & everyone helps each other succeed which is such a rarity in my opinion. You can just feel it in the air that everyone is pushing for success because we all believe in what we are doing.

Jasmine

Associate Manager of Customer Operations

What are SonderMind Perks + Benefits

SonderMind Benefits Overview

SonderMind was awarded Best Place to Work by the Denver Business Journal! We don't know for sure, but we think it has something to do with our prime location directly across from Union Station, endless free snacks, monthly group activities, and unlimited PTO!

Culture
Volunteer in local community
Team members are encouraged to promote volunteering. SonderMinders have participated in Soup Kitchens & we have a large team of employees & Providers the Out of the Darkness Denver Metro Walk in Sept.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our company encourages employee-lead committees such as our Social Committee and Employee Mental Health Benefit Committee.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SonderMind employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Our exceptional dental plan covers up $75 of monthly premiums.
Vision Benefits
Our no-cost vision plan covers up to $150 for frames and up to $230 for contact lenses.
Health Insurance Benefits
Our insurance plan covers up to 90% of monthly premiums, covers 100% of preventative costs, and we provide plans with as little as $1000 monthly deductibles.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
SonderMind provides employees with a 401(k) matching plan managed by MassMutual. We match 4% of contributions up to 4% of an employee's annual gross pay.
Employee Stock Purchase Plan
We want all of our team to be focused on long-term success and growth. Full-time employees are granted stock options for purchase on a vested schedule (fully vested after 4 years)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
SonderMind provides employees with a flexible work schedule that includes unlimited time off, flexible hours in the office, and occasional work from home options.
Remote Work Program
Family Medical Leave
While we are not required to provide FMLA by law, we believe in the importance of personal medical leave and have a policy to provide up to 12 weeks leave for eligible employees.
Company sponsored family events
We have regular family-friendly office events and host an office picnic every year to include SonderMind families to meet and mingle.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited PTO policy for exempt employees; non-exempt employees receive 18 days PTO in addition to paid holidays, jury duty, and bereavement leave. Additional days are added for tenure.
Paid Holidays
Paid Sick Days
Employees receive unlimited PTO for sick days as well as personal wellness days.
Perks & Discounts
Casual Dress
Commuter Benefits
SonderMind covers employee RTD EcoPasses 100%
Company Outings
SonderMind employees engage in group outings at least once a month for events such as our quarterly book club, a Star Wars Premiere night, escape rooms, and much more!
Game Room
Stocked Kitchen
Our kitchen has unlimited free snacks and beverages, and is conscious of a variety of dietary preferences and restrictions.
Some Meals Provided
We have regular company dinners (at least once a month) and we welcome all new team members with lunch and a coffee datse to get to know members of the SonderMind team.
Happy Hours
Social Happy Hours are hosted on a monthly basis.
Pet Friendly
SonderMind has regular furry friends visiting and has a pet calendar for easy communication - all pets are welcome from our Sonderdogs to bearded dragons.
Professional Development Benefits
Job Training & Conferences
We encourage employees to pursue educational opportunities to advance their careers from Mental Health First Aid, to Start Up Week conferences, to online courses that are expensed to the company.
Lunch and learns
SonderMind hosts a monthly SonderSeries for employees to learn more about each department, about our field, and to share their expertise.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

While the list of benefits above does a good job of highlighting our benefits, our office is always looking to adopt benefits and programs that our employees request. Employee-Lead initiatives are the bread and butter of our office; don't see something you'd like above? Join our team and help us make it a priority!

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