Customer Account Analyst

Hybrid to Orlando, FL or Salt Lake City, UT

At Plan Source, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting‑edge, AI‑powered experiences. This is an incredible time to launch your career with us!

Plan Source is looking for a highly motivated, organized, forward‑thinking team member to join the Customer Success organization as Customer Account Associate.

The Customer Account Associate (Contact Center) provides support to brokers and employers utilizing the Plan Source Platform. This role closely works with the Sr. Customer Account Associates to ensure that client expectations are continually met or exceeded via email support and triaged call center cases. This position will function as part of the Customer Support Services Team responsible for all help desk services.

Responsibilities include:

• Comply with general and Client specific Service Level Agreements (SLAs).
• Escalate items that are not resolved in accordance with SLAs to Tier 2 level colleagues or Team Lead.
• Documentation of client activity (phone calls, emails) via client relationship management tracking software.
• Engage and coordinate with other Plan Source teams and departments to ensure client issue resolution.
• Log tickets in the designated system for technical support on reported issues.
• Read all release notes and technical updates to stay familiar with all system functionalities.
• Assist other departments when workload requires, as may be directed by Management.

Requirements for the Customer Account Associate:

• Strong customer orientation.
• Ability to be an effective team member.
• Must be able to work outside of normal work hours.
• Must demonstrate above‑average initiative, self‑reliance, and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set priorities for the work functions assigned.
• Creative and professional verbal and written communication skills.
• Proficient with Microsoft Office Suite.

At Plan Source
, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in‑network preventive care
  .
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance
  , plus employee‑only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave
  , adoption assistance, and fertility benefits.
• Flexible PTO
  , paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support
  , including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Join a company redefining how benefits work. Backed by Vista Equity Partners, Plan Source is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.

Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI‑driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.

We believe great work deserves recognition and real support. From meaningful rewards and recognition…