User Support Associate
About the role
Are you a people person looking to launch your career in Customer Experience? The User Support Associate (USA) role is your opportunity to build a meaningful career while doing what you do best — helping people and solving problems. As the frontline voice of US Benefits & Engagement, you'll connect with users across phone and digital channels to deliver exceptional service experiences. This isn't just a support job; it's a foundation-building role designed for high-potential individuals who want to grow with us. You'll receive structured training, ongoing coaching, and clear pathways to advance into senior support, specialist, or leadership roles.
- Growth-focused: We invest in developing our people with training and advancement opportunities
- Variety: Every day brings new challenges across multiple communication channels
- Impact: Your positive attitude and problem-solving skills directly improve our customers' experience
- Team environment: Work alongside supportive colleagues and mentors who want you to succeed
Responsibilities
- Connect with users daily through phone and digital channels via ticketing systems to resolve issues and answer questions
- Deliver exceptional service by meeting quality, satisfaction, and response time goals that ensure users feel heard and helped
- Document interactions thoroughly to maintain accurate records and enable seamless follow-up
- Collaborate with your team by escalating complex issues to Senior Associates, Principals, and Supervisors when needed
- Become a product expert by continuously learning about our solutions, policies, and best practices to educate and empower users
- Contribute to team success by taking on additional projects and responsibilities as needed
Requirements
- A minimum of 1 year of customer service or customer-facing experience (retail, hospitality, call center, tech support, or similar roles)
- High school diploma or equivalent. An equivalent combination of education and experience will be considered.
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
Preferred qualifications
- Bachelor's degree in a relevant field
- Experience with multi-channel support (phone, email, chat)
- Familiarity with CRM systems or ticketing platforms
- Previous experience in a metrics-driven environment
Skills & attributes
- Naturally friendly and personable – you genuinely enjoy talking to people and making their day better
- Positive attitude – you stay upbeat even when facing challenges or difficult situations
- Professional demeanor – you communicate clearly and represent our brand with pride
- Customer focus – you put the user first and take ownership of their experience
- Strong communication – you express yourself clearly in writing and conversation
- Problem-solving mindset – you think critically and creatively to find solutions
- Adaptability – you embrace change, learn quickly, and adjust to new processes
- Process adherence – you follow established procedures while knowing when to escalate
Benefits
- Clear career path: Advancement opportunities from Associate to Senior Associate, Specialist/Lead, Supervisor, or other departmental paths
- Structured training: Comprehensive onboarding plus ongoing learning and development
- Supportive culture: Work with a team that celebrates wins and helps you grow
- Competitive benefits: Health insurance, PTO, 401(k), and more
- Stability & growth: Join a global leader in employee benefits and engagement solutions
- Real impact: Your work directly improves the experience of thousands of users
We believe in promoting from within. Many of our current team leads, specialists, and managers started exactly where you'll start, as User Support Associates. We invest in our people because your success is our success.
Interview process
- Phone screen with a member of the TA team
- First round interview with the Hiring Manager
- Second round interview with a member of the User Support Team
- Final round with the Managing Director