Job Description

We’re looking for someone who enjoys solving complex problems and working through issues that don’t have obvious answers. This role sits on the employer side of a benefits platform and supports customers through more technical, data-driven challenges.

You’ll work directly with HR teams and business leaders, helping them navigate the platform, troubleshoot issues, and ensure everything is running as expected. The work is investigative, understanding what’s happening behind the scenes and seeing problems through to resolution.

What you'll do

• Support customers across email, phone, and video, focused on resolution, not just response
• Investigate issues by working through data, system behavior, and internal tools
• Partner with product and engineering to diagnose and resolve more complex problems
• Explain technical findings in a clear, simple way to non-technical users
• Identify patterns and help improve processes, documentation, and workflows

Background we're looking for

• 3+ years supporting a complex platform (SaaS, fintech, healthtech, or similar)
• Strong problem-solving skills and comfort working with data and discrepancies
• Clear communicator — able to translate technical issues into plain language
• Experience working cross-functionally with product or engineering teams
• Someone who takes ownership and is known for solving difficult issues

Experience we’d be particularly excited about

• Background in benefits administration, payroll systems (Gusto, ADP, Paychex), or HR platforms
• Experience with compliance-driven or highly regulated products
• Exposure to tools like Zendesk, Looker, or similar support/analytics platforms
• Experience building documentation or resources that improve support workflows