Job Description: Customer Education & Support Specialist

Our Company

Benefitbay is a SaaS company providing a unique insurance platform where brokers, employers and employees can purchase and enroll in individual medical and ancillary products in an easy-to-use employee benefit process. Our platform also has the analysis and banking tools to accommodate employers who are utilizing Individual Coverage Health Reimbursement Arrangements to transition to a defined contribution benefit model.

About the Role

As a Customer Education & Support Specialist, you will join our industry-leading support team with a focus on supporting employees during their enrollment journey and providing responsive, high-quality support to the end-users of the Benefitbay, Inc. platform.

You will be the trusted advisor as individuals make their personalized benefit decisions, using scheduling tools, digital communication solutions, and direct contact to deliver on our core value of Humanity—helping customers feel seen, heard, and confident in their plan selection.

Depending on assignment, this role may also include Medicare and transaction support responsibilities, serving as a subject matter expert for Medicare-eligible employees, managing escalations, and collaborating with Benefits Data Specialists to ensure accurate transactions and reconciliation.

When not engaged in enrollment support, you will work within our Support Tech Stack to manage inbound queries and needs, delivering solutions through various communication channels.

Primary Responsibilities

• Provide inbound support via phone, chat, and email for enrollment questions, general benefit inquiries, and technical assistance.
• Guide employees through ICHRA plan selection, enrollment completion, and post-enrollment processes to ensure policies remain active and paid.
• (If assigned) Support Medicare-eligible employees in understanding the Medicare process and navigating transaction and payment processes.
• Partner with internal teams (e.g., Benefits Data Specialists) to reconcile data, resolve escalations, and track open issues to resolution.
• Create and update employee-facing educational content, FAQs, and help articles to address common questions.
• Facilitate in-person or virtual employee education as assigned.
• Update internal databases with accurate notes on customer interactions, issues, and resolutions.
• Share feature requests, customer feedback, and process improvement ideas with the team.
• Follow through on all assigned cases to ensure complete and timely resolution.

Key Performance Indicators (KPIs)

• Inbound support responsiveness (calls, chat, email, and tickets)
• Customer satisfaction survey results
• Turnaround time for resolving tickets and escalations
• Enrollment Meeting completion rates
• Quality Audit results
• Assigned projects as indicated

Qualifications:

• Current Life & Health license.
• Strong knowledge of individual health insurance products; Medicare knowledge a plus.
• Proficient with MS Office suite and comfortable with technology.
• Excellent communication skills, both written and verbal.
• Ability to type 60+ WPM with accuracy.
• Proven problem-solving skills and resourcefulness in complex situations.
• Ability to adapt to changing processes and priorities in a fast-paced environment.
• Experience with support platforms such as HubSpot, AirCall, and chat tools preferred.
• Commitment to privacy, security, and compliance standards.

Additional Requirements:

Location: Kansas City Preferred (US Remote optional)

Mandatory overtime during peak enrollment season Nov-Dec. Black out PTO Nov-Jan.

2 week mandatory travel per year, additional travel may be required pending business and enrollment needs.