Customer Support Specialist, Benefits

TL;DR

Senior Customer Support Specialist (Benefits): Taking ownership of customer benefits issues and becoming a subject matter expert in benefits tools with an accent on providing guidance, troubleshooting, and resolving issues. Focus on managing a queue of open issues, interacting with cross-functional teams, and ensuring compliance with relevant federal, state, and local laws.

Location: This is a hybrid role based in Tampa, Florida.

Salary: $32.55–$35.81 per hour

Company

hirify.global helps businesses by solving HR issues, enabling them to focus on running their business.

What you will do

• Take ownership of customer benefits issues, covering Medical, Dental, Vision, Retirement, Life Insurance, Disability, HSA, FSA, and Commuter benefits.
• Become a benefits subject matter expert within hirify.global tools, serving as a resource for customers and coworkers.
• Answer inquiries via phone, tickets, and chat to optimize hirify.global for administering group health and welfare plans.
• Troubleshoot and resolve issues using plan documents and business rules, managing a queue of open issues.
• Communicate with customers regarding policies, benefit eligibility, and employee rights, ensuring compliance with Section 125, COBRA, HIPAA, and FMLA.
• Collaborate with cross-functional teams to identify product enhancement and process improvement areas.

Requirements

• 6+ years of work experience in a customer/client-facing role.
• 1 year of experience working with benefits concepts and practices.
• Proven track record in a time-sensitive or deadline-driven environment.
• Strong verbal and written communication skills to simplify complex concepts.
• Excellent time management, organization, and task prioritization.
• Experience with Zendesk, JIRA, or Talkdesk.

Nice to have

• Spanish language capability or another second language at a business conversation level.

Culture & Benefits

• Welcoming and casual environment with company retreats.
• Access to great benefits and wellness program offerings.
• Focus on shared values (Camaraderie, Openness, Grit, Integrity, Simplicity).
• Commitment to diversity, equity, inclusion, and belonging.
• Opportunity to work in a supportive, entrepreneurial environment.
• Variety of shifts and hours available.