eXpert Care Desk Concierge - Remote

Overview

The eXpert Care Desk Concierge role is designed to enhance the agent experience by managing queries and documentation support in a fully remote environment.

In Short

• Serve as the first point of contact for agent inquiries via email, phone, and in-frame support.
• Provide high-touch, white-glove service in a virtual support environment.
• Guide agents to appropriate resources and teams for further assistance.
• Follow up with NPS detractors to address concerns and improve the agent experience.
• Review and assist with FICA documentation, ensuring compliance and reducing errors.
• Provide guidance on correcting documentation issues and ensuring regulatory compliance.
• Stay updated on compliance and procedural changes to provide accurate and efficient support.
• Cross-train in all areas of onboarding and post-onboarding support.
• Deliver training sessions on internal systems and assist agents with platform navigation.
• Manage frontline support tickets, resolving routine issues and directing agents to the right teams.

Requirements

• High school diploma required or equivalent years of applicable experience.
• 1-2 years experience in customer support, operations, or a similar role.
• Strong knowledge of compliance processes and regulatory requirements (e.g., FICA).
• Experience in training, onboarding, or process improvement initiatives.
• Proficiency in managing tickets and call-based support systems.
• Strong organizational and multitasking abilities.

Benefits

• Work from Anywhere
• Paid Time Off
• 401k with 4% match (immediate vesting)
• Robust Medical, Dental, & Vision benefits
• Company provided equipment
• Monthly Technology Stipend
• FSA & HSA with employer contributions
• Health & Wellness incentives
• 100% Paid Parental Leave