Senior Enterprise and Strategic Account Specialist

What you'll do

• Handle high volumes of customer inquiries via various channels with professionalism
• Deliver exceptional, personalized customer service
• Swiftly resolve complex issues while maintaining quality and meeting deadlines
• Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio
• Proactively identify and implement operational gaps that impact customer experience
• Contribute to team knowledge base and training materials for a specialized group of accounts
• Collaborate with cross-functional teams to resolve complex issues
• Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts
• Stay up-to-date with product knowledge and industry trends
• Meet or exceed performance metrics and quality standards
• Support new business initiatives to improve customer and agent experiences
• Handle sensitive information with utmost care and confidentiality
• Generate regular reports on customer issues, trends, candidate outreach, and general support performance
• Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates
• Conduct in-depth research to resolve complex customer inquiries
• Analyze data to identify patterns and suggest improvements in support processes
• Assist other Support teams as needed by the business

What you bring

• 3+ years of experience in a customer-facing role
• Strong written and verbal communication skills
• Advanced problem-solving and critical thinking abilities
• Excellent analytical skills to identify root causes and deliver effective solutions
• Proven track record of handling complex customer inquiries efficiently
• Ability to navigate ambiguous scenarios and think creatively
• Customer-centric mindset with high empathy and adaptability
• Proficiency in CRM systems, support tools, and chat systems
• Experience in maintaining and improving knowledge bases
• Familiarity with FCRA standards and compliance (or willingness to learn)
• Ability to thrive in a fast-paced, ever-changing environment
• Strong multitasking skills and effective time management
• Passion for continuous learning and process improvement
• Comfortable with technology and able to adapt to new tools quickly
• Strong research skills and attention to detail
• Ability to synthesize complex information and present findings clearly
• Team player with a positive attitude and willingness to learn
• Experience mentoring or guiding team members (preferred)
• Proficiency in data analysis and reporting tools (preferred)
• High school diploma or equivalent; Associate's degree preferred
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

What We Offer

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation, and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend
• In-office perks (lunch, commuter stipend, snacks) for hub locations