Director of Customer Support

About the role

Sana is seeking a data‑driven, empathetic Director of Customer Support to elevate the member experience across its healthcare platform. Reporting to the VP of Operations, you will lead a multi‑channel support organization, blending human interaction with technology to deliver simple, impactful service.

Key responsibilities

• Develop and execute a strategic plan for member and provider support that anticipates growth and technological change.
• Implement tools and processes to manage thousands of weekly tickets (chat, voice, email) while meeting cost‑to‑serve targets.
• Lead AI‑driven automation initiatives to streamline routine workflows and enhance self‑service options.
• Oversee escalation handling, root‑cause analysis, and cross‑functional collaboration to resolve systemic issues.
• Build and mentor a team of Customer Support Managers, Member Advocates, and a Workforce Management Analyst.
• Ensure performance against OKRs, SLAs, and KPIs such as CSAT, first‑response time, and call answer rates.

Required profile

• Proven leadership experience in high‑volume customer support or call‑center environments.
• Strong analytical mindset with a track record of using data to drive operational improvements.
• Excellent communication and stakeholder‑management skills across product, engineering, and operations teams.
• Passion for improving the U.S. healthcare experience for small‑business members.

Required skills

What we offer

• Opportunity to shape the future of healthcare access for thousands of members.
• Collaborative, mission‑driven culture focused on simplicity and impact.
• Competitive compensation and benefits package.