Customer Support Specialist

Company: Sunbound
Location: Washington
Posted on: February 16, 2026

Job Description:

Job Description Job Description About Sunbound Company. Sunbound is building the "financial OS for senior care." The current senior care payments experience is broken—leading to higher costs, operational inefficiencies for senior living operators, and unnecessary stress for families. Sunbound solves this by delivering the first modern platform to manage this process end-to-end, saving operators and families time, money, and effort. Mission. Our founders were inspired to start the business after seeing these challenges firsthand with their own families. We deeply care about supporting one of the most underserved 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 and care. Team. We're a tight-knit, driven team with hubs in NYC and Washington, DC. Traction. Since launching in mid-2023, we now serve thousands of families and are doing 7 figures in ARR. Growth. Sunbound is on fire—growing over 30% month-over-month. The senior living market is a massive and fast-growing $230B opportunity as the "baby boomer" generation continues to age. Funding. We recently closed our Series A from top-tier investors including TTV Ventures, Fika Ventures, Bling Capital, Liquid2 Ventures, Cambrian Ventures and Max Ventures. These firms have collectively backed over 20 unicorns such as Square, Lyft and Rippling. We also have backing from key industry participants including LiveOak Bank and Omega Healthcare Investors (the largest Skilled Nursing focused REIT). About the role We're looking for a Customer Support Specialist to join our growing team. This is a customer support role with a strong emphasis on empathetic, high-quality service . You'll be the first point of contact for 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 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 Monitor payment status and assist with follow up on past-due accounts or failed transactions Maintain a 95% inbound call pickup rate, 5 hour ticket response rate, and high customer satisfaction scores What We're Looking For BA/BS degree and 2 years of work experience (or 4 years without a degree) 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 and adapting to new 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 Monday - Friday Bonus Qualifications Startup experience in customer support Experience with A/R, billing, collections, or payments Fintech, healthcare, or senior living industry exposure Compensation Range $60,000—$70,000 USD Why Sunbound Collaborative, mission-driven team that cares deeply about making an impact in senior care and doing right by our customers Product-led culture with a focus on continuous improvement, learning, and transparency Real ownership in building customer-facing functions from the ground up Opportunity to shape the future of the business and grow with us as we scale Equal Opportunity Employment We are an equal opportunity employer. We welcome amazing people from all backgrounds, experiences, abilities, and perspectives. If you need a reasonable accommodation during the application process, email us at apply@sunboundhomes.com . We hope you'll join us.

Keywords: Sunbound, Sterling , Customer Support Specialist, Customer Service & Call Center , Washington, Virginia