Customer Support Advocate, Employees (Remote)

Role overview Provide remote support to employees of small-business customers on questions involving pay, benefits, timekeeping, and HR software. The role handles inquiries through phone, email, and chat, taking ownership from initial triage through resolution while communicating clearly and empathetically.

Responsibilities - Respond to employee inquiries about payroll, timecards, tax documents, benefits, and product use. - Explain benefit eligibility and enrollment options, including health coverage, savings accounts, commuter benefits, disability coverage, retirement, and continuation coverage. - Track open cases in a customer relationship management system and keep people updated on progress and expected resolution times. - Investigate and resolve issues, escalating complex cases to team leads or subject matter experts when needed. - Share recurring customer feedback and product issues with internal teams, including engineering. - Manage competing requests while aiming for accurate, timely, and considerate service.

Requirements - At least four years of professional customer service experience, preferably in B2B SaaS or a contact center. - Strong phone, email, and chat communication skills, attention to detail, and empathy when handling difficult situations. - Ability to learn new products and explain complicated topics in straightforward language. - Good judgment in prioritizing work and finding practical solutions. - A self-directed approach with accountability for customer cases. - Previous remote work experience.

Nice to have - Experience with SaaS, HR, payroll, PEOs, or health benefits. - Spanish or another language at business-conversation level.

Benefits and work setup This is a remote position with a Monday-to-Friday shift from noon to 9 p.m. Eastern Time. Before moving to that schedule, new hires attend approximately four weeks of paid virtual training, Monday to Friday from 9 a.m. to 6 p.m. Eastern Time. The stated base wage range is $24.20–$26.62 per hour; actual pay may vary by experience, skills, and location.