Wellness Coordinator II-Technical Support
About SonderMind
The need for mental health support has never been more acute yet frustrations abound for individuals unable to access care. With our recent successful Series B round of funding (https://tcrn.ch/3bXyvQW), our rapidly growing team is more prepared than ever to redesign mental and behavioral health through improved access, utilization, and outcomes. If you enjoy a challenge and being part of a mission with big aspirations, SonderMind may be the place for you!
About this Role
A Wellness Coordinator II provides a best in class customer experience to providers and clients through multiple customer service channels including phone, email and chat and may handle a higher volume and higher needs customers than a Wellness Coordinator I. Researches complaints and follows through with customers to completion. May help coordinate mental health services with new clients.
A Wellness Coordinator II specializing in tech support will troubleshoot site issues, create bug reports, track updates and communicate results to the team. Stay on top of product changes, bugs, and updates in order to relay the most accurate information to our users and other team members. Create knowledge base articles, standard responses and other internal material. Communicate trends based on user feedback and feature requests. Collaborate with external departments as necessary to troubleshoot issues and represent support-related needs and improvements.
A Wellness Coordinator II is fully proficient in SonderMind’s policies and processes and succeeds in performance based metrics. They will participate in all customer service channels as well as handle some customers that need more research or assistance. This role also helps to train cross functional team members and new Wellness Coordinators. A Wellness Coordinator II will need to be able to self manage their time with competing priorities and team needs.
Who are we looking for
A Wellness Coordinator II is someone who can quickly build relationships with customers and teammates to help drive the team towards successful metrics. They will also be comfortable with speaking to and working with an escalated customer base with no expectation of handing off to a supervisor, including on technical issues that require troubleshooting. This teammate will feel comfortable training both new teammates as well as cross-functional teams. The ability to analyze processes and work with the management team to create new processes is critical.
Gotta Have:
- 2-4 years of customer service experience either in a call center or people-facing environment
- Excellent written and verbal communication skills
- Proven ability to handle escalated situations
- Train and coach other teammates
- Critical thinking and problem solving to improve customer experience team processes
- Comfortable with working in a quickly changing environment
- Well-rounded technical proficiency with browsers, mobile and web platforms
- Experience defining and troubleshooting technical issues through diagnostic techniques and pertinent questions
- Ability to walk users through technical problem-solving processes
Nice to Have:
- Behavioral health experience
- Experience with ticketing and support systems
- Ability to read and understand team metrics
- Bilingual in Spanish
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.
