Customer Support Analyst

Customer Support Analyst – 12 Month Contract Join to apply for the Customer Support Analyst – 12 Month Contract role at Flare . 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, Flare is a fast‑growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone. Opportunity Provide first‑line support across Flare products and apps, supporting employees 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 and 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); comfortable working across Slack, Confluence/Coda and analytics where needed. Strong troubleshooting, critical thinking and communication skills; structured, calm under pressure and capable of simplifying complex things. Experience handling regulated or sensitive requests (privacy, identity, or payment/benefits scenarios) and following process in complaint or incident situations. Our Culture & Benefits Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters. Enjoy a flexible, hybrid workplace. Set up your home office with financial help from us, and take advantage of great corporate discounts and vouchers from top retailers. Benefit from our partnership with Sonder, supporting the wellbeing of our team members. Unlock your potential via in‑house training and programs, LinkedIn Learning, conferences and study assistance. Access a variety of leave options, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more. Join our communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution. At MYOB, we’re all about embracing difference and backing people to be their true selves. We’re proud to be an equal‑opportunity employer and big believers that the best hires don’t just fit our culture — they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table. Love the sound of MYOB and this role but don’t tick every single box in this ad? Apply anyway Studies show that women and underrepresented groups often hold back if they don’t meet every requirement — but we want to hear from you. We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Software Development Referrals increase your chances of interviewing at Flare by 2x. #J-18808-Ljbffr