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Customer Support Advocate

2 months ago

Tampa, Florida, United States Vena Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Support Advocate to join our team at Vena. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Manage Inbound Inquiries: Respond to customer inquiries via phone, email, or chat, providing timely and accurate solutions to their issues.
  • Provide Expert-Level Support: Offer in-depth support to customers on our software, benefits, payroll, compliance, and HR services, ensuring they have a seamless experience.
  • Assist with Benefits and Payroll: Help customers with eligibility and enrollment in benefits and perks, including medical, dental, and vision insurance, life insurance, flexible spending accounts, health savings accounts, commuter benefits, long and short-term disability insurance, retirement, and COBRA.
  • Resolve Paycheck and Time & Attendance Issues: Resolve customer inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents.
  • Maintain Product Expertise: Stay up-to-date on our software and be the go-to resource for customers, providing accurate and timely information.
  • Manage Open Cases: Work with a sense of urgency to resolve customer inquiries in the shortest possible time frame, keeping them informed of status and anticipated resolution timing.
  • Escalate Complex Issues: Escalate complex issues to team leads or subject matter experts, ensuring timely and effective resolution.
  • Contribute to Process Improvements: Provide recommendations for improving our product and processes, advocating for our customers and communicating bugs to engineering.
Requirements
  • 4+ Years of Customer Service Experience: Minimum 4 years of professional experience in customer service, preferably in B2B SaaS or contact center environments.
  • Strong Customer Service Instincts: Strong customer service instincts and comfort handling challenging situations, with the ability to be empathetic, compassionate, responsive, and resourceful.
  • Passion for Delighting Customers: A passion for delighting customers and helping people, with a focus on providing exceptional support.
  • Strong Communication Skills: Strong written and verbal communication skills, with acute attention to detail.
  • Aptitude for Learning: Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms.
  • Proven Self-Starter: Proven self-starter, taking ownership and accountability over work, with the ability to come up with creative solutions to problems.
About Vena

Vena is a company that values diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome, respected, and valued. We believe that our differences are what make us stronger, and we strive to create a workplace that reflects the diversity of our customers and the communities we serve.

We are an equal opportunity employer and welcome applications from diverse candidates. If you require a reasonable accommodation to apply or interview for this role, please let us know. We are committed to providing a fair and inclusive hiring process.