Customer Support Specialist, Compliance

What you will do

• Become a product expert and maintain a high level of product knowledge to provide accurate information and assistance to customers and colleagues.
• Take charge of customer issues from start to finish in a dynamic, fast-paced environment.
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
• Resolve product or service issues by understanding the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
• Stay up-to-date with company policies, procedures, and product updates.
• Work well under time constraints and meet schedules, sometimes with unexpected deadlines.
• Deliver exceptional service and ensure customer satisfaction by going the extra mile.

What you will need

• Bachelor's degree.
• 1-4 years of customer support experience in the US benefits domain.
• Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail.
• Time management skills and ability to prioritize.
• Excellent communication skills, both written and verbal (in English).
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between 9am to 6pm PST.