Customer Support Specialist

About SunboundCompany. Sunbound is building the financial OS for senior care. The current senior care payments experience is broken-it's expensive and inefficient for operators, and confusing, time-consuming, and stressful for families. Sunbound is changing that by creating the first modern platform to handle this process from end-to-end saving operating and families time, money and effort. Mission. Our founders were inspired to start Sunbound after seeing the pain points in our own families, and deeply care about helping one of the most overlooked groups in our population; seniors. Our mission is to make managing money for senior living easy, so our customers-operators, caregivers, and families-can focus on what really matters: providing quality housing and care. Team. We're a dedicated, close-knit, mission-driven team based in NYC and DC serving thousands of families across the United States and growing 30% month-over month We are backed by top investors like Fika Ventures, Bling Capital, Liquid2 Ventures, and others. About the role We're looking for a Customer Support 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. 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 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. If you're passionate about helping people and ready to bring compassion to a tech-forward role, we'd love to meet youEqual opportunity employment We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply - just email us at apply@sunboundhomes.com.