Customer Support Advisor

A Customer Support Advisor is a highly skilled, customer-focused professional responsible for delivering exceptional support to both program administrators (clients) and members. This role primarily supports program administrators (CSS function) while also contributing to Member Support to ensure seamless end-to-end service. In this role, you will own a diverse portfolio of support cases, including complex and escalated issues. You bring a strong understanding of the platform, apply advanced problem-solving skills, and collaborate cross-functionally to drive timely and effective resolutions. You are viewed as a trusted resource within the team and contribute to elevating overall support quality.

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 Operational Excellence 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