[Hiring] Customer Support Specialist @Propelus

Role Description

We're hiring Customer Support Specialists to join the Propelus Customer Support team. You'll support one of our two products: CE Broker and EverCheck.

This is a remote, high-volume role in a fast-paced software company. You'll be the human connection in a support process that uses AI tools, and you'll help licensed professionals and employers solve technical issues through live phone, chat, and email support. If you learn new tools quickly, stay calm under pressure, and enjoy solving problems for people, we want to hear from you.

What You'll Do

• High-volume customer support
• Multichannel inbound support:
  • Help customers through phone, chat, and email. Your channel mix depends on your team. On the CE Broker team, phone support can make up 80% to 100% of your day. On the EverCheck team, most of your work happens through chat and email.
• Efficiency and quality:
  • Resolve 6 to 8 cases per hour, depending on your team, while keeping customer satisfaction high.
• AI-supported workflow:
  • Our AI agents handle the first step of many requests. You'll step in for the more complex conversations and make sure each customer gets a complete answer.
• Problem solving and customer education
  • Problem solving: Troubleshoot software bugs and navigation issues, even when there's no written answer. You'll become an expert user of your team's platform.
  • Account education: Help customers understand their account options and features. On the CE Broker team, this includes explaining our upgraded account options and helping professionals choose the right plan. On the EverCheck team, this means helping employers use the features available to them.
  • Customer feedback: Share product feedback and recurring customer issues with our internal teams to help improve CE Broker and EverCheck.
  • Process improvement: Work with the team to improve our internal knowledge base and support documentation.

Qualifications

• Two or more years of experience in a contact center or customer support role, ideally at a software as a service (SaaS) company.
• Experience with Zendesk or a similar help desk system.
• You learn new software quickly.
• You're excited to work alongside AI tools and help shape how we use them in support.
• Excellent spoken and written English. Spanish fluency is a strong plus.
• An associate's degree or higher is preferred.

Requirements

• A quiet, dedicated workspace free from background noise.
• Internet speeds of at least 50 Mbps download and 10 Mbps upload.
• A connection stable enough to support clear phone calls throughout your shift.

Benefits

• Health Insurance: We cover up to 100% of the premium for employee medical insurance.
• Generous PTO:
  • 0–4 yrs: 20 days
  • 5–9 yrs: 25 days
  • 10+ yrs: 30 days per year (accrues quarterly and is available immediately).
• US-based teams observe 14 paid holidays each year.
• Floating Holiday: One floating holiday is yours to request on any day of your choice.
• Birthday Holiday: You get 1 paid day off during your birth month.
• Volunteer Time Off: 16 hours available to you.
• 401K with company matching.
• Lifestyle Spending Account (LSA): Annual spending account for personal well-being.
• Employee Assistance Programs: 24/7/365 support by phone and online.
• Carrot Fertility & Hormonal Support: Inclusive benefits with funds toward eligible care.
• Spot Pet Insurance: Financial safety net for pet emergencies.