Customer Support Specialist

📋 Description

• • Join Propelus Inc. as a Customer Support Specialist and become a vital part of the CE Broker team, a leading platform dedicated to simplifying workforce compliance management within the healthcare industry. For over two decades, Propelus has been committed to enhancing the lives of healthcare professionals and organizations through innovative technology and strategic partnerships, fostering a connected and efficient healthcare ecosystem.
• • In this high-volume, remote role, you will be instrumental in providing essential technical assistance to licensed healthcare professionals, acting as the crucial human element within an AI-augmented support system. If you are a customer-centric individual with a knack for technology, a passion for problem-solving, and thrive in a dynamic SaaS environment, this opportunity is for you.
• • Your primary responsibility will be to deliver expert, multichannel inbound support, engaging with customers via live chat, email, and phone. A significant portion of your day, potentially 80-100%, will involve handling inbound phone calls to ensure all customer needs are met promptly and effectively.
• • You will be expected to maintain exceptional performance standards, consistently resolving a minimum of 8 support tickets per hour while upholding top-tier customer satisfaction scores. This role requires a proactive approach to problem-solving, going beyond standard scripts to diagnose and resolve software bugs and navigation issues, leveraging your expertise as a "power user" of the CE Broker platform.
• • A key aspect of this position involves working collaboratively with AI agents that handle initial customer triage. Your role will be to seamlessly transition into managing more complex human interactions, ensuring a smooth and positive customer journey from start to finish.
• • You will serve as the "voice of the customer," actively identifying and escalating recurring friction points and valuable product feedback to internal teams. This crucial input will directly contribute to enhancing the overall user experience of the CE Broker platform and driving product improvements.
• • Collaboration extends to working with your team to continuously improve our internal knowledge base and streamline support documentation, ensuring that information is accurate, accessible, and efficient for both the support team and end-users.
• • This role is ideal for someone who is adaptable to evolving technologies, including AI, and possesses a proven ability to quickly master new software platforms. Your excellent verbal and written communication skills will be essential in translating technical concepts into clear, friendly instructions for a diverse user base, many of whom may not be technically inclined.
• • As a remote employee, you will be expected to maintain a professional and dedicated home workspace with high-speed internet (minimum 25-50 Mbps download / 5-10 Mbps upload) and a stable VOIP connection to ensure consistent, high-quality phone support throughout your shifts.
• • Propelus is recognized for its commitment to its employees, having been awarded one of BuiltIn's 2025 Best Places to Work and a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers. We offer a professional development allowance, ample paid time off (including for volunteering, birthdays, and new parenthood), and a supportive culture that values work-life balance.
• • For US employees, comprehensive benefits include 401K with company matching, financial planning resources, and a choice of HSA, FSA, or traditional insurance options for medical, dental, and vision coverage. Additionally, a Lifestyle Spending Account (LSA) is provided to support personal well-being through various lifestyle expenses.
• • This is a full-time position, typically scheduled for 40 hours per week, Monday through Friday, with the understanding that occasional project-based adjustments may be required. We are an equal opportunity employer committed to diversity and encourage applications from all backgrounds.