New

Senior Customer Success Coordinator

Remote

About Soda Health 

Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America.  We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively.  Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement.  That is a win for everyone. Soda Health is a Series B stage company, backed by leading investors including Define Ventures, General Catalyst, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners.

The Job at a Glance 

The Senior Customer Success Coordinator is responsible for the day-to-day management of a ticketing process designed to meet both customer and beneficiary needs and complaints. You will conduct and/or participate in investigations, with the primary responsibility for communicating outcomes and remediation strategies to both customers and beneficiaries. You will work closely with others on the Customer Success team to streamline processes and empower customers to use our product in the most optimal way(s). You will serve as a key strategic partner to Account Management, Customer Care, and Member Experience, among other cross-functional teams, in reporting out issues that may affect customer and beneficiary satisfaction. This position will report directly to the Director of Customer Success.  

What You Will Do 

Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the sameTypical responsibilities of the role include:  

  • Customer Success Process & Ticketing 
    • Ticketing & Reporting: Day-to-day management of the ticketing queue(s), including independent investigation of issues and escalation for further investigation.  
    • Beneficiary Outreach: Serves as the face of Customer Success to beneficiaries through direct outreach to resolve escalations and grievances.  
    • Customer Experience: Utilize ticketing insights to anticipate and problem solve customer pain points & risks. 
  • Customer Success Vendor Management & Oversight 
    • Manage relationships and expectations with Soda Health Customer Success Team vendor partners 

About You 

While every candidate brings a unique resume and prospective, an ideal candidate will include:  

  • A minimum of 5 years of experience in a Case Management, Customer Success, Operations, or Customer Service function. Experience in a health tech or healthcare-related field is a plus.  
  • Demonstrated experience with conducting transparent investigations and implementing plans for remediation.  
  • Experience working in cross-functional teams.  
  • Super organization skills with a demonstrated ability to manage & prioritize escalation queues based on urgency and severity.  
  • Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment. 
  • Ability to communicate directly and honestly with beneficiaries, understanding that difficult conversations may occur wherein others disagree with outcomes. 
  • Strong and concise verbal & written communication skills capable of breaking down complex topics to drive decision-making and customer buy-in.    
  • Both professionalism and determination – you build trust internally with teams by listening and communicating effectively.  
  • Willingness to occasionally travel for customer meetings, team offsites, company events, or other business needs.   
  • Flexibility to work within a remote-first, distributed workforce. Candidates should be comfortable with a distributed remote team and equipped with reliable internet access and basic home office equipment. Soda Health will provide a work laptop, with a mouse and keyboard available upon request.     
  • Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future.   
  • All offers for employment are contingent upon successful completion of a background check. 


Other Requirements

  • Travel may be required from time to time as part of the role, for company events and business needs
  • Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request   
  • Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future 
  • All offers for employment are contingent upon successful completion of a background check 

What We Offer 

  • Competitive base salary ranging from $96,000 to $108,000, discretionary bonus, and equity.
  • Benefits  
    • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 
    • 100% Employer Paid Short-Term & Long-Term Disability 
    • 100% Employer Paid Basic Life Insurance Policy  
    • Employee Assistance Program (EAP) 
    • 401(k) Program
  • Unlimited PTO
  • Paid holidays
  • Parental Leave
  • Flexible work schedule within core hours
  • Work anywhere in the USA as we are a fully distributed team from coast to coast 

Soda Health Inc. is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com. 

Soda Health participates in E-Verify, the federal program for electronic verification of employment eligibility. 

To all recruitment agencies: Soda Health does not accept agency resumes, please do not forward them to any Soda Health employees. 

 

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Requirement of Background Check. All offers for employment are contingent upon successful completion of a background check.

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Employment Authorization & Sponsorship. Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future. 

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EEO ~ Invitation to Self-Identify

Soda Health is committed to providing Equal Employment Opportunities. We would appreciate it if you could answer the following questions, although it is not required. Please note that this information will not be used to make employment decisions and will only be utilized in compliance with federal and state regulations. We request this information to assess the effectiveness of our outreach and adjust our recruitment efforts to ensure that we reach all communities in the US.  

At Soda Health, we strictly comply with our Equal Employment Opportunity policy and do not discriminate based on any protected group status as outlined in applicable law. 

Veteran Status 

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. Classification of protected categories is as follows: 

 A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. 

 A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. 

 An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. 

 An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. 

 

Disability 

How do you know if you have a disability? 

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: 

  • Alcohol or other substance use disorder (not currently using drugs illegally) 
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS 
  • Blind or low vision 
  • Cancer (past or present) 
  • Cardiovascular or heart disease 
  • Celiac disease 
  • Cerebral palsy 
  • Deaf or serious difficulty hearing 
  • Diabetes 
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders 
  • Epilepsy or other seizure disorder 
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome 
  • Intellectual or developmental disability 
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD 
  • Missing limbs or partially missing limbs 
  • Long-term mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports 
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) 
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities 
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury 
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