Customer Support Specialist

Job Description:

Espresa is the only personal benefits platform that delivers a global and all-in-one experience for HR, people teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a complimentary, modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers Great Places to Work® while making heroes out of HR teams.

As a Customer Support Specialist, you will be at the forefront of our commitment to service excellence. Your primary role will be to provide prompt and successful resolution of support queries across multiple channels including email, phone, and messaging. You will execute a variety of tasks including responding to member inquiries about their program, managing escalations, interfacing directly with enterprise customers, and maintaining high levels of customer satisfaction (CSAT). This position is goal-oriented with specific targets for solves per month and CSAT scores, ensuring our members receive the best service possible.

You will be responsible for working 9am - 5pm on East Coast hours, Monday - Friday.

Join our growing team of tenacious builders, designers, and people igniters, and help transform the industry of personal benefits for good.

Key Responsibilities

• Support Ticket Resolution: Efficiently handle and resolve member inquiries and support tickets across various communication channels. Aim to achieve and exceed monthly solve goals and maintain high CSAT ratings.
• Escalation Handling: Take ownership of escalated support cases with urgency and professionalism. Collaborate cross-functionally with internal teams to resolve complex issues quickly and thoroughly.
• Key Account Support: Provide high-touch, personalized service for designated enterprise and strategic accounts. Build relationships with benefits team stakeholders by maintaining knowledge of account history, preferences, and program structure.
• Content Management: Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements.
• Service Excellence: Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported. Ensure thorough follow-through and documentation for all member-facing communications.
• Conflict Resolution & De-Escalation: Excel at de-escalating challenging situations with empathy, professionalism, and composure. You’ll use proven communication techniques, a solutions-focused mindset, and emotional intelligence to navigate difficult conversations, turning frustration into trust. 
• Team Collaboration: Serve as a supportive team player and empathizer within the team. Foster a collaborative environment and ask for assistance proactively when needed.
• Customer Experience Insights: Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities. Communicate key findings and suggest enhancements to the product or process teams.

What you bring

• Proven ability to handle multiple priorities with exceptional attention to detail.
• Experience managing escalations or interfacing directly with enterprise customers is a strong plus.
• Strong phone and written communication skills with the ability to convey empathy, clarity, and professionalism in real time.
• Comfort with data, technology, and systems such as MS Office, Google Suite, and Zendesk.
• Persistence and high energy with a proactive problem-solving mindset.
• Exceptional time management and task prioritization skills.
• Willingness to grow in a fast-paced environment, with a team-first attitude.

Espresa’s benefits

Espresa offers a comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.

For U.S. Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities. We welcome wonderful, kind, and bright humans!