Sunny · 22 hours ago
Tier 2 Support Specialist, Customer Success
United States
Full-time
Remote
Mid Level
$22/hr - $25/hr
3+ years expSunny is a company focused on enhancing healthcare engagement and providing tools for proactive health management. The Tier 2 Support Specialist, Customer Success will handle incoming communications and escalated issues, ensuring excellent customer care and satisfaction while representing the voice of the company.
Consumer ReviewsCustomer ServiceSaaSSoftware
Hiring Manager
John Chandler
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
Manage and resolve web support tickets and live chats from members
Assist with member education and ensures that each member has access to the services needed
Coordinate with other departments, such as engineering and product management, to address product 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 to members as needed or assigned
Qualification
Required
3 years of customer service or call center experience
Computer literate with strong data entry skills
Experience with ticketing systems and remote support tools
Customer service-oriented, high energy and positive attitude
Excellent verbal and written communication skills
Strong active listening skills
Excellent telephone skills and telephone etiquette
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
Preferred
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, healthcare technology and/or startup companies
Excellent communication and interpersonal skills
Strong communication skills, exhibiting grace under pressure
Experience in a fast-paced environment, adaptable to changing priorities
Intrinsic motivation and commitment to quality work
No ego, will find a way to get any job done
Benefits
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%
Company
Sunny
Sunny is a SAAS company that offers software development services for consumer engagement.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$11.15M2023-12-13Seed· $8.15M
2023-07-13Debt Financing· $3M
Recent News
GlobalFinTechSeries
2025-06-19
GlobeNewswire News Room
2024-12-17
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