Customer Operations Specialist – Evening Hours
About Sunbound Company. Sunbound is building the “financial OS for senior care”. The current senior care payments experience is broken which increases costs and inefficiencies for senior living operators while making it confusing, cumbersome and stressful for families. Sunbound was created to solve this problem by building the first modern platform to handle this process end-to-end and save operators and families time, money and effort. Mission. Our founders were inspired to start the business after seeing the pain points firsthand with their own families, and deeply care about helping one of the most overlooked groups in our population: seniors. Sunbound’s mission is to make managing money for senior living easy, so our customers can focus on what really matters: providing quality housing & care. Team. We’re a dedicated, close-knit group focused on expanding hubs in Downtown Brooklyn, NYC, and Washington, DC. Traction. Since launching in mid-2023, we now serve thousands of families across the United States. Growth. We have exciting stuff ahead! We’re growing 30% month-over-month. The senior living market is massive at >$230b and is expected to grow rapidly as the “baby boomer” generation continues to age. Funding. We’ve raised now three rounds of funding from top-tier investors including Fika Ventures, Bling Capital, Liquid2 Ventures, LiveOak Bank, Cambrian Ventures and Max Ventures. These firms have collectively backed over 20 unicorns such as Square, Lyft and Rippling. About the role We’re looking for a Customer Operations Specialist to join our growing Operations team. You’ll play a key role in ensuring smooth payment processing each month while supporting our customers. This is an early Operations role at Sunbound, with lots of opportunities to shape the direction of the team. If you love diving into data, solving problems, and are comfortable working directly with customers, this could be the perfect fit.
Responsibilities
- Ensure smooth payment cycles.
Manage data quality and support payment collection to ensure payment accuracy.
- Monitor payment health.
Track reports for payment coverage and issues, intervening to resolve discrepancies.
- Handle failed payments.
Review and resolve root causes of failed payments.
- Manage customer payment plans.
Coordinate and communicate with customers to ensure timely collections.
- Customer support.
Handle customer inquiries via phone and email, making sure that issues are fully resolved so they don’t happen again.
- Shape the future of operations.
Help grow and develop our operations team over time. What we expect from you:
- BA/BS degree and 2+ years of work experience (or 4+ years without a degree)
- Startup experience in operations or customer support
- Proficiency using Excel to manage data sets
- Strong attention to detail, especially with financial information
- Experience in customer service and working directly with customers
- Experience or interest in A/R management, billing, payments, or collections
- In your application, let us know why you’re interested in senior living
- Familiarity with Zendesk and Aircall is a plus
- Working hours: 12pm – 8pm EST M-F
Bonus qualifications
- SQL or willingness to learn
- Fintech experience
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.
- Customer-focused.
Our whole team is here because we care! We’re laser-focused on providing an excellent customer experience in every role, at every level of the organization.
- Opportunities for growth.
You’ll have the opportunity to help shape the team as it grows, explore your own interests, and grow with the company. Equal 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
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