CUSTOMER SUPPORT SPECIALIST

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. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. Propelus is seeking a high-performing Customer Support Specialist to join our CE Broker team. CE Broker is the official continuing education tracking system for over 100 regulatory boards, ensuring healthcare professionals remain compliant and licensed. This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment. You will serve as the human connection in an AI-augmented support workflow, providing essential technical assistance to licensed professionals. If you are customer-centric, tech-adaptable, and enjoy the challenge of resolving complex user issues through live support, we want to hear from you. What You'll Do High-Volume Technical Execution - Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business. - Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores. - AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a complete customer journey. Technical Troubleshooting & Feedback - Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform. - Account Education: Educate customers on our upgraded CE tracking account options, helping them understand the features available to them and guiding them toward the right plan for their needs. - Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience. - Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation. What You’ll Bring - SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry. - Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently. - A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly. - Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!) - Associate’s degree or higher is preferred. Remote Work Requirements - A quiet, dedicated, and professional home workspace. - High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload. - VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift. If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in healthcare and are focused on hiring individuals with unique backgrounds, perspectives, and experiences to support us in doing good, what’s human, and making a difference. BENEFITS AND PERKS FOR PROPELUS EMPLOYEES US Employees: - Health Insurance: We cover up to 100% of the premium for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Dental and Vision plans, both including an option with 100% of the premium covered for employees - Generous PTO: - Accrual: (full-time US): 0–4 yrs 20 days | 5–9 yrs 25 days. | 10+ yrs 30 days per year (accrues quarterly: Jan 1, Apr 1, Jul 1, Oct 1; and is available immediately). - US-based teams observe 14 paid holidays each year - Floating Holiday: One floating holiday is yours to request on any day of your choice. This is separate from your PTO. - Birthday Holiday: Your birthday deserves celebrating! You get 1 paid day off during your birth month, separate from your PTO. - Volunteer Time Off: 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - Additional leave options: to support you in embracing life centricity - State & local leave laws - Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is more favorable to the employee. - 401K with company matching, as well as financial planning education and resources. - Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most. - Employee Assistance Programs: provides 24/7/365 support by phone and online — family clinical counseling, legal & financial services, plus child and elder care referrals. - Carrot Fertility & Hormonal Support: Inclusive hormonal health, fertility, and family-building benefits with funds toward eligible care. - Beyond Med: A licensed discount plan organization (DPO) giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more — at discounted rates. - Spot Pet Insurance: A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more. LATAM (Costa Rica and Colombia) Employees: - Your health is our top priority! We cover 100% of employee health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. (Details are country specific) - Generous PTO: - National Holidays (Colombia): 18 days - National Holidays (Costa Rica): 12 days - Birthday Holiday: Your birthday deserves celebrating! You get 1 paid day off during your birth month, separate from your PTO. - Volunteer Time Off: 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. - Carrot Fertility & Hormonal Support: Inclusive hormonal health, fertility, and family-building benefits with funds toward eligible care. Benefits and Perks for ALL Propelus employees include but are not limited to: A remote first company, global and distributed, with two office locations for those nearby who want a change of scenery. - A remote first company, global and distributed, with two US office locations for those nearby who want a change of scenery, and one in CO and CR. - Employees celebrating their 10 and 20 year work anniversary are eligible to take a trip sponsored by Propelus within one year of their 10th and 20th anniversary date. - Awarded one of BuiltIn's 2025 Best Places to Work https://builtin.com/awards/colorado/2025/best-midsize-places-to-work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers https://propelus.com/article/silver-stevie-award-2025-great-employers/. - Professional development allowance to help you grow in the ways that mean the most to you. - Check us out for yourself at our careers page https://propelus.com/careers/ or our Propelus culture https://instagram.com/propelusculture/?img_index=1 Instagram accounts. Typical Interview Process: - Interview #1: Brief intro screen with our People Ops team - Interview #2: Introduction with the Hiring Manager - Interview #3: Team Panel - Interview #4: Alignment interview with Senior Leadership If you don’t move forward to the next round, we’ll make sure you know as soon as possible. Tips for applicants: Focus on your application. At Propelus, everyone has an equal opportunity based on their merit. Reaching out to the team or providing referrals will not change your chances. We work remotely and communicate asynchronously, so writing is a key skill at Propelus. Please answer the application questions with your own thoughtful responses. Replies like "See resume" or N/A won't lead to an interview. Have some fun with it, we actually read these! We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply. Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.