Customer Experience Coordinator

At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.

As a Customer Experience Coordinator (known as Wellness Coordinator), you will be at the forefront of our mission to make therapy accessible for all.  As our customers first point of contact, you will be able to have a direct impact on improving their experience. You will work with clients and providers to answer questions and concerns to ensure they are using the SonderMind platform effectively while collaborating with internal teams. You will also aid in the matching of onboarding new clients and getting them connected to quality care.  

Successful candidates will be able to communicate effectively, think critically to resolve issues, be willing to learn and open to feedback, and be a champion of the SonderMind brand.   This is a great opportunity for recent college graduates or people looking for a career pivot and want to join a high growth organization where they can advance their career. Your journey at SonderMind will be about more than just a job; it will be about personal fulfillment, professional growth, and the chance to leave a lasting legacy in the world of mental health.

• Within two weeks, fully understand our client journey and be able to support the entire client onboarding experience and share the benefits of choosing SonderMind to achieve their mental health goals
• Within three weeks, understand SonderMind's technology platform and how to complete first tier technical support for both clients and providers
• Within one month, support new client requests and inquiries via email, form submissions, and chat
• Ongoing, ability to effectively answer questions and requests from our new clients and effectively hit defined goals and targets

• Serve as the first point of contact for our client and providers, offering compassionate and empathetic support through various communication channels including phone, email, and chat 
• Investigate and resolve customer issues, escalate complex problems to relevant departments, and ensure that all inquiries, concerns, and requests are addressed promptly and effectively  
• Develop a deep understanding of our product offerings to assist customers effectively 
• Maintain detailed and accurate records of interactions, feedback, and issues, contributing to continuous improvement and product development  
• Collaborate with various teams within the organization to relay customer and provider feedback and contribute to the enhancement of our services

• Bachelor's degree or equivalent experience 
• Strong communication skills, both written and verbal
• Motivated and eager to learn, ability to adapt to new technologies, processes and workflows 
• Strong problem-solving skills and attention to detail
• Flexibility to work in a fast-paced, dynamic environment
• Goal-oriented with a strong drive to achieve results
• Openness to feedback and a commitment to personal and professional development

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean  what you say, act accordingly
• Bucketworthy: Don’t let your bucket leak 

Our Benefits 

This role is a full-time, non-exempt position. The starting pay for this position is $21.64 per hour with opportunities for overtime. 

As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A flexible PTO policy with a minimum of three weeks off plus company paid holidays
• Therapy coverage benefits to ensure our employees have access to the care they need
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
• Employer-paid disability & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
• Eight weeks of paid Parental Leave  (if the parent also qualifies for STD, this benefit is in addition)
• 401K retirement plan with 100% matching on up to 4% of base salary

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.