Customer Support Specialist

About the role

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 has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. Propelus is seeking a high-performing Customer Support Specialist to join our CE Broker team.

Responsibilities

• Provide expert assistance via live chat, email, and phone.
• Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
• Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a complete customer journey.
• Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.
• 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.
• Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
• Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

Requirements

• 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.

Qualifications

• Highly organized and able to multitask in a fast-paced environment.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to communicate effectively both verbally and in writing.
• Experience with Microsoft Office Suite, particularly Outlook and Word.

Skills

• Customer service skills.
• Technical troubleshooting abilities.
• Ability to work independently and as part of a team.
• Strong attention to detail.

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.
• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.

Pay

• Competitive salary based on experience and qualifications.

Schedule

• This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment.