Customer Support Analyst

Customer Support Analyst - 12 Month Contract Join Flare as a Customer Support Analyst for a 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 are 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 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/Engineering. About You Experience in customer support or advocacy (SaaS, fintech, HR/Payroll/benefits, or e‑commerce 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; you’re structured, calm under pressure, and great at making complex things simple. 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 that brings balance to how you work, with centrally located offices for in‑person celebrations and social events. Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers. Benefit from our partnership with Sonder, which supports 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: 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 Industries Software Development #J-18808-Ljbffr