Customer Support Specialist (Benefits)

Location: New York City office with a hybrid work arrangement; a variety of shifts and hours are available.

Base wage: $32.21–$39.18 per hour for this position based in New York City.

Company

hirify.global provides HR, benefits, and business administration solutions for small businesses in a supportive, entrepreneurial environment.

What you will do

• Own customer benefits issues from initial inquiry through resolution across medical, dental, vision, retirement, life, disability, HSA, FSA, commuter benefits, and wellness perks.
• Answer customer questions by phone, ticket, and chat, helping businesses administer group health and welfare plans.
• Use plan documents and business rules to provide guidance, troubleshoot issues, and develop effective solutions.
• Manage an open-issue queue and deliver timely, professional, and compassionate support on sensitive matters.
• Communicate benefit policies, eligibility, and employee rights and responsibilities.
• Collaborate with cross-functional teams on product enhancements and process improvements.

Requirements

• 6+ years of work experience in a customer- or client-facing role, including 1 year working with benefits concepts and practices.
• Experience working in a time-sensitive or deadline-driven environment.
• Curiosity and the ability to learn new concepts and understand how systems work.
• Strong verbal and written communication skills, including the ability to simplify complex concepts.
• Excellent time management, organization, and prioritization skills.
• Experience with Zendesk, JIRA, Talkdesk, or related tools.
• Ability to ensure benefits plans follow Section 125, COBRA, HIPAA, FMLA, and applicable city, state, and federal laws.

Nice to have

• Certified Employee Benefits Specialist (CEBS) or Certified Benefits Professional (CBP) certification.
• Spanish or another second language at business conversation level.

Culture & Benefits

• Welcoming, casual, supportive, and entrepreneurial work environment.
• Company benefits, wellness programs, and company retreats.
• Opportunities to interact with and learn from leaders in the startup community.
• Multiple shift and hour options, with scheduling matched to the selected fit.
• Inclusive workplace with reasonable accommodations for disabilities and sincerely held religious beliefs.