Customer Success Associate

About Sora Care

Sora Care supports families who are working through Medicaid long-term care programs when a loved one needs help at home and a family member or trusted friend is already delivering that care. The company operates with a strong focus on empathy, efficient operations, and AI-enabled tools that aim to make caregiving easier for families and caregivers.

About the Role

Sora Care is hiring a careful, approachable, and action-oriented Customer Success Associate to welcome and support caregivers, clients, and families on its caregiving platform. You will help build smooth client experiences, coordinate onboarding, and keep operational processes moving. A key part of the job is guiding people from initial intake through training, onboarding, and ongoing care delivery while turning complex Medicaid enrollment steps into simple, low-stress actions.

This position is best suited for someone with a background in customer support, operations, or administration in a consumer-facing setting, and who enjoys using feedback to improve processes and outcomes. The role reports to the Head of Operations or COO.

Key Responsibilities

• Oversee caregiver onboarding from the first interaction through activation, making sure expectations and next steps are communicated clearly.
• Act as a main contact for clients, caregivers, and families, offering prompt, clear, and compassionate support.
• Monitor onboarding milestones and follow up on missing documents, signatures, authorizations, and other needed items.
• Answer questions, resolve concerns, and handle issues quickly and professionally.
• Look for ways to improve the client and caregiver journey and encourage the right use of services.
• Work closely with scheduling, billing, caregiver management, and other internal teams to keep daily operations efficient.
• Pass along client and caregiver feedback to help refine services, policies, and internal workflows.

Qualifications

• At least 2 years of experience in customer support, operations, account coordination, or administration, ideally in a startup, healthcare, or high-volume service setting.
• Strong written and verbal communication, problem-solving, and people skills.
• Ability to manage multiple priorities, stay organized, and work effectively in a fast-paced environment.
• Comfort with digital tools such as CRMs, ticketing platforms, or workflow systems; experience with JIRA is an added advantage.
• High emotional intelligence and a genuine interest in mission-driven work.
• Interest in using AI and technology to improve everyday efficiency.
• Exposure to healthcare technology, Medicaid, or family caregiving programs is a plus.

You Are

• Empathetic and client-centered, with a strong commitment to creating a great experience for every family.
• Highly organized and operationally strong, with a focus on accuracy, efficiency, and initiative.
• A clear and warm communicator who writes and speaks with professionalism and ease.
• Responsible and dependable, with a habit of following through and prioritizing client satisfaction.

Hours and Compensation

• Pay rate: $25 per hour.
• Typical schedule: 10 to 25 hours per week, within 9:00 AM–5:00 PM ET or 10:00 AM–6:00 PM ET, Monday through Friday.
• Opportunity to transition into a full-time role based on performance.
• This is a fully remote position.

Location Preference

Although the role is remote, the preferred candidate should be based in DE, GA, IN, MA, MI, MO, TX, FL, NY, or SD.

Additional Information

Sora Care is an equal opportunity employer and welcomes applicants from all backgrounds, in line with applicable laws. Employment depends on successful completion of a background check, satisfactory references, and any required documentation.