Customer Support Analyst - 12 Month Contract

About the role

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