Remote job
Customer Support Advisor - Employee Benefits (Remote in Portugal)
Job details
About this role
Role overview
A permanent, full-time customer support position focused on employee benefits administration for a fast-growing start-up in the UK and Ireland benefits space. The role spans first-line customer service, scheme onboarding, renewals, and policy lifecycle administration, working closely with insurance providers, employers, and internal teams.
Responsibilities
- Act as the first point of contact for benefit- and policy-related customer queries, owning resolution and escalating to insurers or providers when needed - Set up new employer benefit schemes, coordinating application processing between employers, employees, and insurance providers while keeping CRM and internal systems current - Support annual scheme renewals in partnership with employers, providers, and customer success colleagues, helping refine processes and improve the customer experience - Administer policy events such as joiners, leavers, dependent changes, cancellations, and amendments, coordinating across internal teams and external partners - Maintain high-quality documentation and track recurring issues to inform service improvements
Requirements
- At least 2 years of experience in operations or support roles within insurance, financial services, or HR benefits administration - Strong attention to detail with the ability to manage multiple workstreams and handle complex cases - Clear written communication skills and confidence working with diverse stakeholders - Proven ability to work independently, taking ownership of important matters with minimal supervision - Comfort operating in fast-paced, evolving environments where processes are still being shaped
Benefits and work setup
- Permanent contract, 40 hours per week, Monday to Friday, 9:00 am – 5:30 pm - Remote working based in Romania, with induction and new-hire training held in Dublin - Quarterly travel to Dublin for in-person meetings and training - Recruitment process includes a talent acquisition interview, language assessment, final hiring team interview with a task, and reference checks