What are the responsibilities and job description for the Customer Operations Specialist position at Sunbound?
About the Role
We’re looking for a Customer Operations Specialist to join our growing team. This role is a blend of customer support and payment operations—with a strong emphasis on empathetic, high-quality service. You’ll be the first point of contact for communities, families and residents navigating payments, often during stressful or emotional times. Your job is to make that experience simple, human, and helpful. You love diving into the data, solving problems and will play a key role in ensuring smooth payment processing each month.
This is an early support role at Sunbound, with lots of room to grow. If you love solving problems, talking to customers, and doing meaningful work—you’ll fit right in.
**This role requires being based in the Washington DC area**
Responsibilities
Customer Support
- Respond to inbound phone calls and email tickets with empathy, clarity, and care
- Guide families and seniors through billing issues, account questions, and payment plans
- Troubleshoot and resolve issues quickly while creating a great customer experience
- Maintain accurate documentation and follow-up, ensuring full resolution of issues
- Help reduce repeat issues by flagging patterns and suggesting improvements
Payment Operations
- Support monthly payment cycles, including managing data accuracy and processing workflows
- Monitor payment status and follow up on past-due accounts or failed transactions
- Coordinate with customers to resolve discrepancies and manage payment plans
- Work closely with the internal operations team to ensure collection and payment goals are met
What We're Looking For
- In your application, let us know why you’re interested in senior living
- BA/BS degree and 2 years of work experience (or 4 years without a degree)
- Startup experience in operations or customer support
- Strong written and verbal communication skills, especially over the phone
- Deep empathy and patience—especially when working with seniors and their families
- Ability to resolve issues quickly, with care and attention to detail
- Experience working with customer support tools (Zendesk, Aircall, or similar)
- Tech-savvy and comfortable managing workflows in a fast-paced environment
- Strong attention to detail, especially with financial data
- Familiarity with Excel (e.g. tracking, filtering, organizing data sets)
- Working hours can vary between 9am - 8pm EST M - F
Nice to Have
- Experience with A/R, billing, collections, or payments
- SQL skills or a desire to learn
- Fintech, healthcare, or senior living industry exposure
Why join us
- Low-ego, tight-knit, collaborative, high performing team. We work closely together to drive a big impact.
- Mission-driven. We’re here to help people manage payments for something critical — care for their loved ones and to take work off of the plates of the folks providing care. We believe what we do really matters and take care and pride in doing it well.
- Meaningful work. You’ll be helping families through one of the most important transitions in life.
- Customer-first culture. We’re serious about care, quality, and every detail of the experience.
- Growth opportunity. This is an early hire with real ownership and upward potential.
- Strong backing. We’re VC-funded by firms that have backed companies like Square, Lyft, and Rippling.
Salary : $55,000 - $70,000