Customer Support Specialist

Propelus

. Provide high-volume inbound customer support through phone, chat, and email .

Posted 10/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $18 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in high-volume customer support, utilizing platforms like CE Broker or EverCheck, while effectively communicating technical information in a user-friendly manner. Proficient in troubleshooting software issues and enhancing internal knowledge bases to improve customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencySaaS Industry KnowledgeBilingual Communication (English/Spanish)Technical Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTroubleshootingCase ManagementSoftware NavigationTechnical DocumentationSaaS ExperienceHelp Desk SystemsMacros/Saved ResponsesCompliance SoftwareAccount Management

Soft Skills

Excellent CommunicationProblem-SolvingAdaptabilityCustomer EducationTeam Collaboration

Tools & Technologies

CE BrokerEverCheckZendeskAI ToolsKnowledge Base Software

Certifications & Qualifications

Associate's Degree or Higher

Industry Keywords

Healthcare SupportLicensingCertification SoftwareCustomer SatisfactionInbound Support

About the role

Key responsibilities & impact

Provide high-volume inbound customer support through phone, chat, and email
Resolve 6–8 cases per hour while maintaining high customer satisfaction
Handle complex customer conversations after AI agents complete initial requests
Troubleshoot software bugs and navigation issues
Become an expert user of the assigned CE Broker or EverCheck platform
Educate customers about account options, features, upgraded plans, and available employer functionality
Share product feedback and recurring customer issues with internal teams
Improve the internal knowledge base and support documentation
Support healthcare professionals and employers using compliance, licensing, and certification software

Requirements

What you’ll need

Two or more years of experience in a contact center or customer support role, ideally at a SaaS company
Experience with Zendesk or a similar help desk system
Comfortable reviewing long case histories and using macros/saved responses
Ability to learn new software quickly
Willingness to work alongside AI tools and help shape support workflows
Excellent spoken and written English
Ability to explain technical steps in simple, friendly language
Spanish fluency is a strong plus
Associate's degree or higher preferred
Quiet, dedicated workspace free from background noise
Internet speeds of at least 50 Mbps download and 10 Mbps upload
Stable internet connection capable of supporting clear phone calls throughout the shift
Legally authorized to work in the US; sponsorship unavailable
Availability Monday–Friday, 11am–8pm ET

Benefits

Comp & perks

Employee medical insurance premium coverage up to 100%
HSA, FSA, and traditional medical, dental, and vision insurance options for employees and dependents
Dental and vision plan options with 100% employee premium coverage
20–30 days PTO per year for full-time US employees, based on tenure
14 paid holidays for US-based teams
One floating holiday
One paid birthday holiday during the birth month
16 hours Volunteer Time Off
Additional leave options
Compliance with more favorable state and local leave laws
401(k) with company matching
Financial planning education and resources
Annual Lifestyle Spending Account for wellness, WFH equipment, and other personal expenses
24/7/365 Employee Assistance Programs, including counseling, legal and financial services, and care referrals
Carrot Fertility & Hormonal Support
Beyond Med discounted elective-care plan
Spot Pet Insurance
100% employee health insurance premium coverage for LATAM employees
Propelus Flex Club flexible benefits platform and discounts for LATAM employees
18 national holidays in Colombia
12 national holidays in Costa Rica
Company-paid life insurance for LATAM employees
Remote-first, global and distributed work environment
Sponsored trips for 10- and 20-year work anniversaries
Professional development allowance