Customer Support Specialist (Benefits)

TL;DR

Customer Support Specialist (Benefits): Managing and resolving customer inquiries regarding employee benefits and wellness perks with an accent on subject matter expertise in health, retirement, and insurance plans. Focus on providing consultative solutions, troubleshooting complex benefits issues, and collaborating with cross-functional teams for product improvement.

Location: Must be based in New York City (Hybrid: Onsite Tuesdays and Thursdays)

Salary: $32.21 - $39.18 per hour

Company

HR platform helping small businesses manage payroll, benefits, and compliance through an entrepreneurial and data-driven approach.

What you will do

• Own customer benefits issues from start to finish across medical, dental, vision, retirement, and other wellness perks.
• Provide expert guidance via phone, tickets, and chat to help customers optimize benefit administration.
• Troubleshoot and resolve complex issues by utilizing plan documents and business rules.
• Ensure benefit plans comply with Section 125, COBRA, HIPAA, FMLA, and other legal requirements.
• Collaborate with cross-functional teams to identify and implement product enhancements.

Requirements

• Must be based in New York City and available to work Monday-Friday, 11am-8pm ET.
• Onsite presence required every Tuesday and Thursday at the NYC office.
• 6+ years of experience in customer or client-facing roles.
• 1+ year of experience working with benefits concepts and practices.
• Proven ability to operate in time-sensitive or deadline-driven environments.
• Proficiency with Zendesk, JIRA, Talkdesk, or similar support tools.

Nice to have

• CEBS or CBP certification.
• Spanish or other second language proficiency at a business conversational level.

Culture & Benefits

• Welcoming and casual environment with a focus on camaraderie and openness.
• Comprehensive benefits package and wellness program offerings.
• Regular company retreats and opportunities to learn from startup community leaders.
• Supportive, entrepreneurial culture that values grit and integrity.