Customer Support Jobs

As a customer support manager, you will manage the support of Zenda’s employee-facing products and the Zenda administration platform for corporate clients. This is an opportunity to work with a team that operates an AI-driven financial technology platform with transformative products for healthcare payments. We need your energy and passion to create processes and infrastructure for best-in-class customer support.

Responsibilities

• Manage coverage of customer support hours per service level requirements.
• Accounts creation and closure
• Assist in evaluating emerging support channels and technology.
• Mistakes, fraud and transaction disputes
• Account transfers
• Ensure customer support security and privacy per financial and healthcare industry standards.
• Work with partners for banking services, investments, identity verification, to resolve customer support incidents.
• Define and manage support processes for healthcare & benefits accounts for activities such as
• Provide coverage of support requirements across Zenda’s products that include HSA’s, FSA’s and other benefit accounts, delivered via a SaaS platform, mobile/web-based apps, and payment cards.
• Claims processing and exception handling
• Maintain and measure customer satisfaction through timeliness, quality and efficiency (such as first-call resolution).
• Define escalation procedures, including work with product and engineering teams to troubleshoot problems; manage ticket backlog
• Account/card usage

Qualifications

• 5+ years experience of customer support, preferably in the financial or health insurance services industry
• Technical expertise for web-based, iOS and Android application support.
• Bachelor’s degree.
• Experience managing platforms such as Zendesk or Salesforce Service Cloud.

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

*This position is eligible for the Employee Referral Bonus Program - Tier III

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