Customer Support Associate - Remote CONUS OCONUS

Position: Customer Support Associate - Remote CONUS OCONUS - $24/Hr
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

This is a temporary role.
Anticipated assignment dates:
June 29, 2026 - December 31, 2026, with potential for extension

Schedule:

8am - 5pm Monday-Friday in CST or MST
Training: 4-6 weeks Monday-Friday 8am - 5pm MST
Equipment is provided!

Remote, with the following locations excluded:
OCONUS EU Countries
California
District of Columbia
Illinois
Iowa
Montana
New Hampshire
Rhode Island

As a temporary Customer Success Associate, you will support a portfolio of small-medium business customers within our Scaled Success segment, ensuring they have a consistent, high-quality experience. This is a hands-on, high-impact role where you'll manage a book of business while also helping us build the future of how we support and scale success across a high volume of customers.

You are tech-savvy, highly organized, and eager to learn. You bring strong customer instincts, a bias toward action, and a willingness to roll up your sleeves to solve problems and improve processes. You'll play a key role in both supporting customers day-to-day and helping evolve our playbooks, systems, and approach to scaled customer success.

You will work closely with customers to ensure their needs are met consistently, help set and reset expectations as needed, and contribute to retention by driving overall account health and satisfaction. You lead with empathy, stay curious, and are comfortable operating in a fast-paced, evolving environment.

Day in the Life

Manage a book of SMB customers, ensuring consistent engagement and a strong overall customer experience

Support customer product adoption and ongoing success through structured and scaled touchpoints

Respond to customer inquiries and proactively address risks, ensuring timely resolution and follow-through

Partner with internal teams (Leave Success, Support, Product, etc.) to resolve customer issues and escalations

Help identify expansion opportunities and contribute to customer advocacy efforts

Track and communicate customer health using both qualitative insights and quantitative data

Maintain accurate and up-to-date records in our CRM, prioritizing risks and opportunities across your book

Monitor trends across SMB accounts and help develop proactive plays to improve engagement and retention

Contribute to building and refining scalable processes, playbooks, and automation for managing high-volume accounts

Continuously build your knowledge of the platform, leave management, and compliance landscape

Act as a voice of the customer by surfacing feedback and identifying opportunities to improve product and experience

#LI-Remote

Additional Qualifications/Responsibilities

1-2 years experience in customer success, account management, support, or a related customer-facing role

You are highly organized

You are tech-savvy and comfortable learning and navigating multiple systems quickly

You are empathetic, personable, and skilled at building trust with customers

You are curious and ask thoughtful questions to understand customer needs and goals

You have strong communication skills and can clearly convey value and next steps to customers

You are proactive and take ownership of your work, while also knowing when to ask for help

You are comfortable in a fast-paced, evolving environment and excited to help build and improve processes

You have strong attention to detail and can balance urgency with importance effectively

You are adaptable, resourceful, and comfortable working with some ambiguity

Nice to Have

Experience in HR tech, leave administration, or benefits administration platforms

Exposure to QBRs, customer reporting, or business review preparation

Familiarity with CRM and support tools such as Salesforce, Hub Spot, Zendesk, or Gainsight

Experience working in SaaS environments with customer success or support tooling

Background supporting or managing HRIS or payroll integrations

Experience working in a remote environment

Competencies

Health & Family First

You've proven to be able to integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most in your life

You get things done at a pace consistent with the business needs

You consistently show up prepared, dependable, and follow through on commitments

Autonomy + Team. Always

You are highly organized and can manage multiple priorities and deadlines at once

You are focused on scale and building - you understand that pace is equally as important as quality

Be Curious

When you don't have all of the answers, you dig in and ask questions

You don't let negative assumptions drive your actions and instead assume…