Employer Support Specialist

What you'll do

• Interface with customers via email, phone, and video conferencing to resolve issues quickly, efficiently, and with a human touch
• Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics
• Independently investigate and resolve technical problems by reviewing databases, analyzing system logs, and partnering with engineering—then translate findings into clear customer communications
• Build scalable solutions to customer problems through documentation, macros, videos, and workflow improvements that benefit the entire customer base
• Partner with product and engineering to advocate for customer needs, provide detailed bug reports, and validate solutions

Background we're looking for

• 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
• Excellent written and verbal communication skills—can explain technical concepts clearly to non-technical audiences
• Proven ability to handle high volumes with high quality
• Experience collaborating with engineering teams to resolve customer-impacting issues
• Track record of being "the go-to person" for difficult customer issues and technical questions

Experience we’d be particularly excited about

• Subject matter expertise in benefits administration, payroll systems (Gusto, ADP, Paychex), or HR platforms
• Experience supporting health insurance, ICHRA, or complex financial/compliance products
• History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
• Proficiency with support analytics tools (Zendesk Analytics, Metabase, Looker) to identify trends and measure impact
• Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers
• Background in technical account management, implementation, or solutions consulting roles