Customer Support Analyst - 12 Month Contract

The Opportunity

As a Customer Support Analyst you’ll

• Provide first line support across Flare products and apps, supporting employee and employers via Zendesk, email and phone.
• Triage, troubleshoot, and resolve issues ranging in complexity; document clear reproduction steps; and escalate where needed to Product and Engineering.
• Support customers through promotions eligibility, run order investigations and fraud triage in collaboration with internal teams and external vendors.
• Maintain and improve Help Centre content, automations, and internal runbooks so customers can self serve more and wait less.
• Partner with Relationship Managers and Sales to close the loop with employers and partners; report insights and champion customer driven improvements with Product and Engineering.

Success Looks Like

• Consistently strong SLA performance for first response and resolution across our support channels.
• Clear, empathetic communication and high CSAT/effort scores.
• Reliable documentation, identify escalations, and quality improvements in help content.
• Finding and fixing root causes of recurring issues in collaboration with Product/Engineering.

About You

• Experience in customer support or advocacy (SaaS, fintech, HR/Payroll/benefits, or ecommerce experience a plus).
• Proficiency with modern support and CRM tools (e.g., Zendesk, Salesforce) preferred…