Own and manage end-to-end inquiries from both program administrators, internal stakeholders, and members across multiple channels (Salesforce, email, and phone as needed)
Troubleshoot and resolve standard to complex or escalated issues, identifying root causes and driving timely resolution
Provide clear, proactive communication and updates throughout the case lifecycle, ensuring a high-quality and transparent customer experience
Partner cross-functionally with Technical Support, Product, Customer Success, and other teams to resolve issues efficiently
Act as a key point of contact for more complex or sensitive cases across both admin/client and member support queues
Balance multiple priorities across queues, flexing support based on business needs and volume fluctuations
Identify trends and recurring issues, contributing insights that support product, process, or documentation improvements
Maintain accurate case documentation and consistently meet SLA, quality, and productivity targets

Consistently meet or exceed SLA, quality, and productivity targets
Effectively manage multiple priorities and case types in a fast-paced environment
Balance independent ownership with strong collaboration across teams
Drive continuous improvement in both individual performance and team outcomes

3–5 years of experience in customer support, client services, or similar roles (preferably SaaS)
Proven experience supporting B2B clients/program administrators
Strong technical aptitude with the ability to troubleshoot platform, web, and mobile issues
Experience managing more complex or escalated cases
Proficiency with CRM tools (Salesforce preferred)
Excellent communication and stakeholder management skills
Strong problem-solving, analytical, and critical-thinking abilities
Demonstrated ability to work cross-functionally and influence outcomes
High attention to detail and commitment to quality