Customer Support Specialist

Propelus simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus delivers seamless compliance solutions to millions, leveraging market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

About the role

We are seeking a high-performing Customer Support Specialist to join our CE Broker team. CE Broker is the official continuing education tracking system for over 100 regulatory boards, ensuring healthcare professionals remain compliant and licensed. This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment. You will serve as the human connection in an AI-augmented support workflow, providing essential technical assistance to licensed professionals.

Responsibilities

• 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 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.

Requirements

• 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

• 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.

Benefits (US Employees)

• 401K with company matching, as well as financial planning education and resources.
• Choice of HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for yourself and dependents.
• Lifestyle Spending Account (LSA): An annual lifestyle spending account that you can use for gym memberships, meditation apps, WFH equipment, or fresh produce delivered to your door.

Benefits (LATAM Employees)

• 100% coverage of your health insurance premiums, including national and international coverage.
• Propelus Flex Club: A flexible benefits platform with monthly points to redeem on what you need most, plus exclusive team discounts.
• Company-paid life insurance policy, with the option to add beneficiaries at an exclusive, discounted rate.

Schedule

• Full-time positions are scheduled to work 40 hours per week, Monday through Friday, unless required otherwise by projects.
• Part-time positions are scheduled to work a maximum of 30 hours per week.

Equipment, benefits, and perks are not provided to part-time or temporary employees.