Back to jobs
New

Customer Support Specialist

Remote

Espresa is the only personal benefits platform that delivers a global and all-in-one experience for HR, people teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a complimentary, modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers Great Places to Work® while making heroes out of HR teams.

As a Customer Support Specialist, you will be at the forefront of our commitment to service excellence. Your primary role will be to provide prompt and successful resolution of support queries across multiple channels including email, phone, and messaging. You will execute a variety of tasks including responding to member inquiries about their program, managing escalations, interfacing directly with enterprise customers, and maintaining high levels of customer satisfaction (CSAT). This position is goal-oriented with specific targets for solves per month and CSAT scores, ensuring our members receive the best service possible.

You will be responsible for working 9am - 5pm on East Coast hours, Monday - Friday.

Join our growing team of tenacious builders, designers, and people igniters, and help transform the industry of personal benefits for good.

Key Responsibilities

  • Support Ticket Resolution: Efficiently handle and resolve member inquiries and support tickets across various communication channels. Aim to achieve and exceed monthly solve goals and maintain high CSAT ratings.
  • Escalation Handling: Take ownership of escalated support cases with urgency and professionalism. Collaborate cross-functionally with internal teams to resolve complex issues quickly and thoroughly.
  • Key Account Support: Provide high-touch, personalized service for designated enterprise and strategic accounts. Build relationships with benefits team stakeholders by maintaining knowledge of account history, preferences, and program structure.
  • Content Management: Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements.
  • Service Excellence: Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported. Ensure thorough follow-through and documentation for all member-facing communications.
  • Conflict Resolution & De-Escalation: Excel at de-escalating challenging situations with empathy, professionalism, and composure. You’ll use proven communication techniques, a solutions-focused mindset, and emotional intelligence to navigate difficult conversations, turning frustration into trust. 
  • Team Collaboration: Serve as a supportive team player and empathizer within the team. Foster a collaborative environment and ask for assistance proactively when needed.
  • Customer Experience Insights: Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities. Communicate key findings and suggest enhancements to the product or process teams.

What you bring

  • Proven ability to handle multiple priorities with exceptional attention to detail.
  • Experience managing escalations or interfacing directly with enterprise customers is a strong plus.
  • Strong phone and written communication skills with the ability to convey empathy, clarity, and professionalism in real time.
  • Comfort with data, technology, and systems such as MS Office, Google Suite, and Zendesk.
  • Persistence and high energy with a proactive problem-solving mindset.
  • Exceptional time management and task prioritization skills.
  • Willingness to grow in a fast-paced environment, with a team-first attitude.

Espresa’s benefits

Espresa offers a comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.

For U.S. Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities. We welcome wonderful, kind, and bright humans!

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Espresa’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.