Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for concerns raised by clients, brokers, and internal stakeholders.

• Efficiently investigate, troubleshoot, and resolve issues.

• Collaborate with various departments to ensure effective issue resolution.

• Uphold professionalism and promptness in all communications.

• Handle multiple tickets and requests at once, prioritizing them according to urgency and impact.

• Contribute to the development of best practices and process improvements.

• Proactively recognize and address recurring issues.

• Document interactions with clients, along with issues and their resolutions.

• Provide insights to product and operations teams to enhance service delivery and client satisfaction.

• Report directly to the Vice President of Business Operations.

⛳️ Requirements

• 3–5 years of experience in a technical support, customer support, or client services capacity.

• Proven experience in managing support tickets.

• Familiarity with helpdesk or CRM platforms is preferred, particularly Salesforce ServiceCloud.

• Exceptional written and verbal communication abilities.

• Proficient in building relationships, collaborating across functions, and maintaining professionalism in client interactions.

• Capable of systematically investigating, troubleshooting, and resolving technical and service-related challenges.

• Resourceful in navigating ambiguous or complex situations.

• Strong attention to detail.

• Ability to manage multiple tasks or tickets concurrently.

• Skilled at prioritizing work based on urgency and impact.

• Competent in meeting deadlines efficiently.

• Comfortable in fast-paced or dynamic work environments.

• Adaptable to tasks beyond assigned responsibilities as necessary.

🏝️ Benefits

• A variety of health and medical coverage options.

• Dental and vision insurance.

• Disability and life insurance coverage.

• Monthly medical waiver allowance for employees opting out of medical coverage.

• Remote-first work culture.

• Flexible paid time off, including Summer Fridays.

• Employer-matched 401(k) plan.

• Monthly stipend for phone expenses.

• First Stop Health virtual care membership benefit available from day one, covering Urgent Care, Mental Health, and Primary Care.