Customer Service Rep II

About the Role At Sesame, we’re building a better, more accessible healthcare experience - and our support team plays a big part in making that happen. Sesame is the first-ever healthcare marketplace, connecting thousands of healthcare providers across all 50 states directly with American consumers who are seeking high-quality, convenient medical care at half the price of what is typical. We stripped away all of the things that needlessly complicate healthcare (third-party fees, skyrocketing deductibles, opaque billing practices and lengthy wait times) and replaced them with a system where patients pay far less for the same doctors who would treat them through insurance plans. We call it, “Half-Price Health Care.” As a Customer Service Representative II, you’ll be on the front lines helping patients and providers navigate their care with confidence. You’ll handle a range of operational and support tasks, customer escalations and act as a bridge between the customer, internal teams and external partners making sure things run smoothly and issues are resolved quickly and thoughtfully. This role is a great fit for someone who’s detail-oriented, proactive, and genuinely cares about improving the customer experience. You’re not just here to complete tasks - you’re here to make things better and elevate the customer experience. Responsibilities What You’ll Do Support patients and providers by resolving issues with care, clarity, and efficiency Manage day-to-day operational work using internal tools and workflows Stay organized and keep things moving, following through on tasks from start to finish Identify patterns or recurring issues and raise them to your team Help investigate and resolve problems, both independently and with support Collaborate with teammates and cross-functional partners to improve the customer experience Assist Customer Service management and own special projects as needed Contribute ideas and feedback that help us improve our processes and systems Requirements What We’re Looking For 1-2 years experience in a support, operations, or customer-facing role Experience in healthcare, especially telehealth, is preferred Preference for experience handling billing issues Familiarity with systems like Stripe and Zendesk highly preferred Strong attention to detail and the ability to stay organized across multiple tasks A thoughtful, solutions-oriented approach to problem-solving Clear, empathetic communication skills; excellent phone demeanor Comfort working with tools, systems, and structured workflows A proactive mindset - you take initiative and don’t wait to be asked Ideal candidate What Success Looks Like You consistently deliver high-quality, accurate work You take ownership of your responsibilities and follow through You spot issues early and help drive solutions You contribute positively to your team and the customer experience You’re proactive with follow-ups and committed to going the extra mile You’re always looking for ways to improve how things are done Sesame benefits Why Join Sesame? Be part of a mission-driven team improving access to healthcare Work in a collaborative, supportive environment Grow your skills and take on increasing responsibility over time Have a real impact on the experience of patients and providers Full benefits package, including health insurance and paid vacation time $21 - $23 an hour #J-18808-Ljbffr