Customer Support Advocate

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

📋 Description

• Oversee incoming inquiries from employees of small business customers through phone, email, or chat.

• Deliver expert-level assistance for software, benefits, payroll, compliance, and HR services.

• Aid in the eligibility and enrollment processes for benefits and perks.

• Address questions regarding paychecks, time and attendance, tax withholdings, and tax documentation.

• Maintain comprehensive product knowledge and act as a primary resource for customers.

• Manage CRM cases and keep clients updated on their status and expected resolution timelines.

• Offer accurate, friendly, professional, and empathetic customer support.

• Triage, escalate, and resolve complex issues with the help of Team Leads or subject matter experts.

• Suggest product and process enhancements and report bugs to the engineering team.

• Perform additional related tasks as assigned.

⛳️ Requirements

• A minimum of 4 years of professional experience in customer service, ideally in B2B SaaS or contact center settings.

• Strong customer service instincts and ability to handle challenging situations over the phone with ease.

• An empathetic, compassionate, responsive, and resourceful demeanor.

• Excellent written communication skills for email and chat correspondence.

• Strong verbal communication skills for telephone interactions.

• Exceptional attention to detail.

• Ability to learn new products quickly and simplify complex topics for clients.

• Capacity to devise creative solutions and effectively manage and prioritize workload.

• Proven self-starter with a strong sense of ownership and accountability.

• Experience in SaaS, HR, payroll, PEOs, or health benefits is advantageous.

• Proficiency in Spanish or another second language at a business conversation level is a plus.

• Previous experience working remotely is required.

• Availability for the Monday–Friday shift from 12pm to 9pm EST.

• Ability to attend mandatory virtual training from 9am to 6pm EST, Monday–Friday, for approximately 4 weeks.

🏝️ Benefits

• Comprehensive benefits package.

• Wellness program offerings.

• Company retreats.

• Paid mandatory virtual training.

• Medical, Dental, and Vision insurance.

• Life Insurance.

• Flexible Spending Accounts.

• Health Savings Accounts.

• Commuter benefits.

• Long and Short Term Disability insurance.

• Retirement benefits.

• COBRA benefits.

• Equal opportunity employer.

• Reasonable accommodations for candidates with disabilities and employees based on sincerely held religious beliefs.