Employer Support Specialist

About the Role:

• You'll be the ultimate subject matter expert on our benefits platform and the complex technical systems that power it.
• You’ll work directly with business leaders and HR admins as their trusted advisor from onboarding through renewal.
• This is a critical role that blends deep technical knowledge with excellent problem-solving and communication skills.

What You'll Do:

• 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
• Conduct consultative calls and write detailed explanations that help customers understand complex insurance, compliance, and platform topics independently

Background We're Looking For:

• 3+ years in customer-facing operations or technical support within a complex B2B environment (SaaS, fintech, healthtech, or benefits)
• Experience collaborating with engineering teams to resolve customer-impacting issues
• Proven ability to handle high volumes with high quality