Benefit Customer Care Advocate (Fintech)

TL;DR

Benefit Customer Care Advocate (Fintech): Managing complex benefit and payroll inquiries for small business owners via phone, email, and chat with an accent on solution-oriented problem solving and high-quality customer interactions. Focus on owning the customer experience from start to finish, utilizing internal resources for complex resolutions, and collaborating with product teams to influence the roadmap.

Location: Remote (US) or Hybrid in San Francisco, Denver, or New York City

Salary: $20.51–$23.08 per hour

Company

A comprehensive payroll and benefits platform dedicated to growing the small business economy.

What you will do

• Own customer inquiries from start to finish via phone, email, and chat channels.
• Provide accurate resolutions for complex benefit questions for small business owners.
• Collaborate across the company to influence product development and the product roadmap.
• Maintain high productivity and quality standards to ensure superior customer service.
• Stay current on new product features and communicate them effectively to customers.
• Utilize a "search first" mentality to research solutions using internal resource channels.

Requirements

• Must be based in the United States.
• Minimum 2+ years of experience within a call center, technology, retail, or hospitality environment.
• At least 1 year of experience in a customer-facing benefits role (e.g., with a Broker, Carrier, or Benefits provider).
• Comfortability working with digital tools such as Salesforce, Slack, and Confluence.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts.

Culture & Benefits

• Competitive base pay, comprehensive benefits, and equity (RSUs).
• Strong emphasis on ownership through equity-based compensation.
• Supportive environment focused on ongoing learning, development, and performance reflection.
• Hybrid work options for those based near office hubs in SF, Denver, or NYC.