Interface with customers via email, phone, and video to resolve issues.
Conduct consultative calls and write clear explanations of complex topics.
Investigate and resolve technical problems by reviewing data and logs with engineering.
Build scalable solutions through docs, macros, videos, and workflows.
Partner with product and engineering to report bugs and validate fixes.

🎯 Requirements

3+ years in customer-facing ops or technical support in SaaS/fintech/healthtech.
Excellent written and verbal communication; explain tech to non-technical audiences.
Proven ability to handle high-volume support with quality.
Experience collaborating with engineering to resolve customer-impacting issues.
Go-to person for difficult customer issues and technical questions.
Experience with benefits administration, payroll systems, or HR platforms.
Proficiency with support analytics tools such as Zendesk Analytics, Metabase, Looker.

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