Customer Support Specialist

What You'll Do

High-Volume Technical Execution

• Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business.

• Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.

• AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a complete customer journey.

Technical Troubleshooting & Feedback

• Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.

• Account Education: Educate customers on our upgraded CE tracking account options, helping them understand the features available to them and guiding them toward the right plan for their needs.

• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.

• Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

What You’ll Bring

• SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry.

• Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently.

• A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.

• Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!)

• Associate’s degree or higher is preferred.

Remote Work Requirements

• A quiet, dedicated, and professional home workspace.

• High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload.

• VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift.

Benefits and Perks for Propelus employees include but are not limited to:

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.

• Professional development allowance to help you grow in the ways that mean the most to you.

• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.

• For US Employees:

  • 401K with company matching, as well as financial planning education and resources.

  • Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.

  • Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.

• For LATAM Employees:

  • Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.

  • Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.

  • We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.