Job Description

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