Platform Support Specialist

Espresa is the leading benefits platform providing a global, all-in-one experience for HR teams and employees. We are currently seeking a dedicated Platform Support Specialist to join our Customer Success team and serve as a primary technical resource for our enterprise clients.

Key responsibilities

• Diagnose and resolve platform issues across multiple channels, including email, phone, and chat, while maintaining high satisfaction scores.
• Guide administrators and users through platform features, configurations, and workflows to ensure optimal usage.
• Manage escalated cases for strategic accounts by coordinating effectively with internal Engineering and Product teams.
• Maintain deep platform knowledge and contribute to the creation of internal documentation and knowledge base articles.
• Identify recurring support trends and collaborate with cross-functional teams to improve the overall customer experience.

Requirements

• 3-5 years of experience in a technical support or customer-facing SaaS role.
• Proven ability to troubleshoot complex issues and communicate technical resolutions to diverse audiences.
• Experience working with enterprise customers and managing escalations, preferably within HR tech or benefits platforms.
• Proficiency with support tools like Zendesk, as well as Google Suite and MS Office.
• Technical familiarity with SSO, SFTP, and API integrations.

What we offer

• Competitive compensation and comprehensive benefits package.
• Opportunities for continuous professional development and career growth.
• A collaborative, innovative, and supportive work environment.