Customer Support Specialist - Propelus

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

We're hiring Customer Support Specialists to join the Propelus Customer Support team. You'll support one of our two flagship products: CE Broker (continuing education tracking system for over 100 regulatory boards) or EverCheck (license and certification verification and monitoring for healthcare employers).

This is a remote, high-volume role in a fast-paced software company. You'll be the human connection in an AI-supported support process, helping licensed professionals and employers solve technical issues through live phone, chat, and email support.

What You'll Do

High-Volume Customer Support

• Multichannel inbound support: Assist customers via phone, chat, and email. Channel mix depends on your team (CE Broker phone support can represent 80% to 100% of your day; EverCheck focuses primarily on chat and email).
• Efficiency and quality: Resolve 6 to 8 cases per hour while maintaining high customer satisfaction ratings.
• AI-supported workflow: Handle complex escalations and ensure comprehensive issue resolution following AI agent initial triage.

Problem Solving & Customer Education

• Technical troubleshooting: Investigate and resolve software bugs and navigation issues across our platforms.
• Account education: Guide customers through account features, tier options, and plan upgrades.
• Customer feedback: Collate and communicate user feedback and recurring issues to internal teams.
• Process improvement: Contribute to the continuous optimization of internal knowledge bases and support documentation.

What You'll Bring

• 2+ years of experience in a contact center or customer support role, ideally within a SaaS company.
• Hands-on experience with Zendesk or an equivalent ticketing system, including familiarity with macros and case histories.
• Demonstrated ability to learn complex software tools rapidly.
• Excitement about working alongside and refining AI support tools.
• Excellent written and verbal English communication skills; ability to explain complex technical steps simply (Spanish fluency is a plus).
• Associate degree or higher preferred.

Remote Work Requirements

• Quiet, dedicated workspace free from background noise.
• Reliable internet connection with minimum speeds of 50 Mbps download and 10 Mbps upload.
• Stable connection capable of maintaining clear VoIP phone calls throughout your shift.

Benefits and Perks

• Health Insurance: Comprehensive medical coverage with up to 100% employee premium covered; affordable spouse and dependent plans (HSA/FSA options available).
• Dental & Vision: Options with 100% of employee premiums covered.
• Generous PTO: 20 days PTO to start (scaling up to 30 days based on tenure), 14 paid US holidays, 1 floating holiday, 1 birthday holiday, and 16 hours of Volunteer Time Off.
• 401(k): Company match and financial planning resources.
• Lifestyle Spending Account (LSA): Annual stipend for gym memberships, wellness apps, home office equipment, or healthy living expenses.
• Mental Health & Support: 24/7/365 Employee Assistance Program (EAP) covering counseling, legal, and elder/child care referrals.
• Family Planning: Carrot Fertility & hormonal support benefits.
• Professional Growth: Dedicated professional development allowance.