Customer Support Advisor

Own and manage end-to-end inquiries from both program administrators, internal stakeholders, and members across multiple channels (Salesforce, email, and phone as needed)

Troubleshoot and resolve standard to complex or escalated issues, identifying root causes and driving timely resolution

Provide clear, proactive communication and updates throughout the case lifecycle, ensuring a high-quality and transparent customer experience

Partner cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently

Act as a key point of contact for more complex or sensitive cases across both admin/client and member support queues

Balance multiple priorities across queues, flexing support based on business needs and volume fluctuations

Identify trends and recurring issues, contributing insights that support product, process, or documentation improvements

Maintain accurate case documentation and consistently meet SLA, quality, and productivity targets

Operational Excellence

Consistently meet or exceed SLA, quality, and productivity targets

Effectively manage multiple priorities and case types in a fast-paced environment

Balance independent ownership with strong collaboration across teams

Drive continuous improvement in both individual performance and team outcomes 3–5 years of experience in customer support, client services, or similar roles (preferably SaaS)

Proven experience supporting B2B clients/program administrators

Strong technical aptitude with the ability to troubleshoot platform, web, and mobile issues

Experience managing more complex or escalated cases

Proficiency with CRM tools (Salesforce preferred)

Excellent communication and stakeholder management skills

Strong problem-solving, analytical, and critical-thinking abilities

Demonstrated ability to work cross-functionally and influence outcomes

High attention to detail and commitment to quality