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.

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.

- 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.

- 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