Tier 2 Support Specialist, Customer Success

JOB DESCRIPTION

POSITION TITLE

Tier 2 Support Specialist, Customer Success

LOCATION

Remote

HIRING MANAGER

Kaity Zittel, Director of Customer Service

Who is Sunny?

Sunny’s here to shake things up and make healthcare engagement stick by giving people the tools they need to stay proactive in their health and wellbeing. We’re helping payers keep their customer base involved, motivated, and living healthier in a bold and fun way because that’s what today’s world needs. Whether partnering with employer-funded plans, commercial insurers, or managed care, Sunny is built to deliver clearer skies for everyone.

With a proven track record of scaling ventures from an idea to significant revenue milestones, Sunny’s team of experienced leaders know the healthcare engagement space inside and out. We’re out front creating the kind of digital engagement that helps payers win over consumers time after time.

Bring a little sunshine to healthcare

Every day, we’re encouraging people to take full control of their health journey and make meaningful, lasting change. Fueled by this mission, our passionate crew approaches all opportunities with creativity and teamwork. As a fast-growing startup, every day brings new challenges, and every team member is on the front lines, actively collaborating to drive innovation. It’s our shared spark of entrepreneurship that fuels our success and makes us stand out.

We’re as diverse in our lives as we are in our perspectives—mountain bikers, globetrotters, scuba divers, parents, bookworms, pool sharks, sports fans, and taco enthusiasts. It’s our unique experiences that shape our culture and bring fresh insights to the work we do. If you’re looking for the opportunity to bring your ideas to life in a vibrant environment and make a real impact in people’s everyday lives, join us and be part of a dedicated team shaping the future of healthcare!

OPPORTUNITY

As Tier II Support Specialist, Customer Success for Sunny, you will be responsible for answering incoming transfers from Tier I, including escalated calls. from our members and escalated issues from our tier 1 support representatives and care coordinators in support of Sunny’s products and services including the Sunny mobile app, member portal and associated debit card offering. This position represents the voice of the company, which reflects how Sunny takes care of our members. We believe in empathy, compassion, and centering our focus on the needs of our members.

SCOPE OF RESPONSIBILITIES

• Responsible for demonstrating the highest skill levels regarding member service, data entry, problem-solving, and the ability to follow-up and follow through to assist our members
• Responsible for learning all care plans and building a strong knowledge base to provide excellent customer care
• Take escalated, high priority calls and review difficult cases from Tier I representatives
• Work through cases methodically and efficiently to resolve customer issues, while meeting team SLAs on case turnaround times
• Assist with member education and ensure that each member has access to the services needed
• Coordinate with other departments, such as Issue Management to address issues and ensure customer satisfaction.
• Consistently exhibit behavior and communication skills that demonstrate Sunny’s commitment to superior member service, including quality, care and concern with every internal and external customer.
• Use, protect, and disclose members protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Perform additional duties as assigned
• Perform outbound calls and emails to members

REQUIRED CANDIDATE QUALIFICATIONS

• 3 years of customer service or call center experience in a Level II position or higher
• Computer literate with strong data entry skills
• Upon completion of training, ability to manage 20 case closures per day
• Experience with Salesforce CRM (or similar program)
• Experience with ticketing systems and remote support tools
• Experience working cases and self-assigning follow-up tasks
• Customer service-oriented, high energy and positive attitude
• Excellent verbal and written communication skills
• Strong active listening skills
• Excellent telephone skills and telephone etiquette
• Handling escalated calls with effective de-escalation techniques
• Ability to maintain composure in a challenging situation
• Excellent organizational and time management skills to balance multiple priorities.
• Ability to adjust or move self and light or medium weight objects in different positions to accomplish tasks in various environments
• In the event of a workplace incident, agreeance to submit to testing for the detection of drugs and/or alcohol
• Completion of a criminal background check inclusive of a motor vehicle report
• Experience in a fast-paced environment, adaptable to changing priorities.
• Intrinsic motivation and commitment to quality work

PREFERRED CANDIDATE QUALIFICATIONS

• Bachelor’s degree
• Experience in healthcare technology or fintech environments.
• Familiarity with regulatory requirements for healthcare and financial products.
• Demonstrated success in process improvement and problem-solving.
• Experience in benefits design and/or healthcare technology
• Startup experience highly preferred
• Excellent communication and interpersonal skills, exhibiting grace under pressure
• No ego, will find a way to get any job done

COMPENSATION & BENEFITS

• Sunny has an ambitious vision to empower people to live healthier and happier lives. We are committed to delivering an outstanding culture and experience for every employee. We offer comprehensive benefits and perks, as well as a high level of flexibility.
• A competitive compensation package in line with leading technology companies
• Flexible PTO with manager approval
• An extra day of PTO to volunteer for a cause you feel passionate about
• Employer sponsored healthcare, dental, vision, short and long term disability, and life insurance opportunities
• A company sponsored supplemental benefits plan worth over $2000 annually in 2025
• 401k retirement savings plan company matched up to 5%

SUNNY’S COMMITMENTS

Sunny Rewards is an Equal Opportunity Employer. We’re passionately dedicated to providing the ultimate consumer engagement solution, so please send us a note with your comments or questions at info@sunnybenefits.com