Customer Support Analyst - 12 Month Contract

Flare is a leading provider of advanced benefits and onboarding solutions designed for the modern workplace. Backed by MYOB and serving over one million employees nationally, we're a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.

The Opportunity
As a Customer Support Analyst you’ll: 
 
-  Provide first line support across Flare products and apps, supporting employee and employers via Zendesk, email and phone.
-  Triage, troubleshoot, and resolve issues ranging in complexity; document clear reproduction steps; and escalate where needed to Product and Engineering. 
-  Support customers through promotions eligibility, run order investigations and fraud triage in collaboration with internal teams and external vendors. 
-  Maintain and improve Help Centre content, automations, and internal runbooks so customers can self serve more and wait less. 
-  Partner with Relationship Managers and Sales to close the loop with employers and partners; report insights and champion customer driven improvements with Product and Engineering. 
 
Success Looks Like
-  Consistently strong SLA performance for first response and resolution across our support channels. 
-  Clear, empathetic communication and high CSAT/effort scores. 
-  Reliable documentation, identify escalations, and quality improvements in help content. 
-  Finding and fixing root causes of recurring issues in collaboration with Product/Engineering. 
 
About You 
-  Experience in customer support or advocacy (SaaS, fintech, HR/Payroll/benefits, or ecommerce experience a plus). 
-  Proficiency with modern support and CRM tools (e.g., Zendesk, Salesforce) preferred
-  Strong troubleshooting, critical thinking and communication skills
-  Experience handling regulated or sensitive requests (privacy, identity, or payment/benefits scenarios) and following process in complaint or incident situations preferred