Customer Support Specialist (Benefits)

TL;DR

Customer Support Specialist (Benefits): Managing and resolving complex customer benefits issues including health, retirement, and wellness perks with an accent on subject matter expertise and end-to-end ownership. Focus on troubleshooting plan documents, ensuring legal compliance, and collaborating on product enhancements to improve the customer experience.

Location: Must be available to work in Tampa, Florida

Salary: $32.55 - $35.81 per hour

Company

hirify.global provides a comprehensive HR and benefits platform that enables small businesses to focus on their growth by solving complex HR and payroll issues.

What you will do

• Take full ownership of customer benefits issues involving Medical, Dental, Vision, Retirement, Life, Disability, HSA, and FSA.
• Act as a subject matter expert for internal tools and provide guidance to both customers and coworkers.
• Resolve complex inquiries via phone, tickets, and chat by utilizing plan documents and business rules.
• Ensure benefit plans adhere to Section 125, COBRA, HIPAA, FMLA, and relevant city, state, and federal laws.
• Collaborate with cross-functional teams to identify and implement product and process improvements.

Requirements

• Must be based in or available to work in Tampa, Florida.
• 6+ years of experience in a customer or client-facing role.
• 1 year of experience working with benefits concepts and practices.
• Proficiency with Zendesk, JIRA, Talkdesk, or similar support tools.
• Strong verbal and written communication skills with an ability to simplify complex terms.
• Availability for shift: Monday-Friday, 9am-6pm EST.

Nice to have

• CEBS (Certified Employee Benefits Specialist) or CBP (Certified Benefits Professional) certification.
• Business-level proficiency in Spanish or another second language.

Culture & Benefits

• Welcoming and casual work environment with periodic company retreats.
• Supportive, entrepreneurial startup culture focused on data-driven iteration.
• Core values based on camaraderie, openness, grit, integrity, and simplicity.
• Comprehensive wellness program and employee benefits.