Customer Support Specialist - Benefits Marketplace
Supports customers administering US employee benefits through a SaaS platform, resolving issues and providing guidance on compliance, product usage, and benefits administration. Requires a bachelor's degree, 1–4 years of relevant support experience, strong communication skills, and night-shift availability.
About the job
Responsibilities
- Help customers optimize Rippling to administer group health and welfare plans, including health, life, dental, vision, leave administration, and disability insurance.
- Ensure benefit plans comply with Section 125, COBRA, HIPAA, FMLA, and applicable city, state, and federal laws.
- Develop deep product knowledge to provide accurate information and assistance to customers and colleagues.
- Own customer issues from initial inquiry through resolution in a fast-paced environment.
- Respond promptly and professionally via email, chat, and video conferencing.
- Troubleshoot product or service issues, explain solutions, and follow up to confirm resolution.
- Document and track customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with Product and Engineering teams to improve products and services.
- Stay current on company policies, procedures, and product updates.
- Manage time effectively, prioritize work, and meet schedules and deadlines.
- Deliver exceptional service and customer satisfaction.
Requirements
- Bachelor's degree.
- 1–4 years of customer support experience in the US benefits domain.
- Strong problem-solving and troubleshooting skills for SaaS products.
- Attention to detail, time management, and prioritization skills.
- Excellent written and verbal English communication skills.
- Willingness to work night shifts: 6:30 PM IST–7:00 AM IST, with any 9-hour shift.
Nice to Have
- Knowledge of employee benefits and applicable laws.
Skills
Employee Benefits, Cobra, HIPAA, Fmla, SaaS, CRM, Troubleshooting, Problem Solving, Time Management, Customer Support
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