• Provide fast, professional, and empathetic customer support through messaging and ticketing channels • Manage multiple client conversations simultaneously, ensuring timely responses and effective issue resolution • Document and escalate complex cases to Product, Engineering, or Client Success teams when necessary • Partner with the Client Success team to deliver seamless client experiences across support and account management • Leverage AI tools to enhance client interactions and improve ticket resolution efficiency • Analyze client inquiries to identify insights and recommend opportunities to optimize AI-powered chatbots, self-help resources, and automated workflows • Expand and refine the knowledge base to address recurring questions and emerging product issues • Monitor support trends and client feedback to proactively identify areas for improvement • Collaborate with Product and Engineering teams to surface recurring issues and advocate for product enhancements • Contribute to internal documentation and training materials to strengthen support processes

Role Description As a Client Support Specialist, you will be the first point of contact for customer inquiries, delivering responsive, high-quality support through messaging, ticketing, and AI-powered self-service solutions. You’ll manage multiple client conversations at once, resolve issues, and escalate more complex concerns when needed. This role is perfect for someone who is curious, solution-oriented, and eager to challenge “why not” instead of defaulting to “cannot.” You’ll also play a critical role in optimizing our AI and automation tools to reduce ticket volume, improve response times, and empower clients to self-serve whenever possible. Qualifications - 5-7 years of experience in client support or technical customer service, ideally in a B2B SaaS environment - Experience managing messaging-based customer interactions and handling multiple conversations at once - Familiarity with Zendesk, HubSpot, or other service hub platforms – experience with AI-driven support tools is a plus - Strong problem-solving skills and a curiosity-driven mindset – you’re always looking for better ways to support clients - Ability to communicate with mid-market and enterprise clients in a professional, brand-aligned manner - Comfort working in a fast-paced, evolving environment with a willingness to adapt and optimize Requirements - Provide fast, professional, and empathetic customer support through messaging and ticketing channels - Manage multiple client conversations simultaneously, ensuring timely responses and effective issue resolution - Document and escalate complex cases to Product, Engineering, or Client Success teams when necessary - Partner with the Client Success team to deliver seamless client experiences across support and account management - Leverage AI tools to enhance client interactions and improve ticket resolution efficiency - Analyze client inquiries to identify insights and recommend opportunities to optimize AI-powered chatbots, self-help resources, and automated workflows - Expand and refine the knowledge base to address recurring questions and emerging product issues - Monitor support trends and client feedback to proactively identify areas for improvement - Collaborate with Product and Engineering teams to surface recurring issues and advocate for product enhancements - Contribute to internal documentation and training materials to strengthen support processes Benefits - Unlimited Vacation Policy + Sick Time - Fully Remote Opportunity - Healthcare Benefits and 401K - Paid Parental Leave - Access competitive benefits, including unlimited PTO, holidays, healthcare, and 401K - Thrive in a growing startup culture that values innovation and problem-solving - Gain exposure to cutting-edge AI, automation, and self-service technologies - Within one year, grow into senior support or client success roles with clear career progression

Role Description AO Globe Life is expanding its remote team and seeking motivated, service-oriented professionals who want to build a meaningful career while helping families access important supplemental benefit programs. In this role, you will connect with individuals who have requested information about available benefits. Your responsibility is to follow up, review eligibility, and guide clients through their options with clarity and professionalism. Structured training, mentorship, and consistent support are provided so you can focus on developing your skills and delivering a strong client experience. What You’ll Be Doing - Meet with clients virtually using Zoom - Connect with individuals who have requested information about benefit programs - Review eligibility and help determine qualification based on program guidelines - Walk individuals and families through available options - Answer questions and guide clients through next steps - Support clients through onboarding and ongoing communication - Maintain accurate digital records and follow-up Qualifications - Strong communication and interpersonal skills - Organized and comfortable using digital tools - Self-motivated professionals who work well independently - Experience in customer-facing roles is helpful but not required - Individuals motivated by growth and long-term career development Requirements - Authorized to work in the United States - Reliable high-speed internet connection - Windows-based laptop or desktop computer with webcam - Must be physically located within the United States Benefits - Clients have already expressed interest and requested information - Your role is to follow up, assess eligibility, and guide—not cold outreach - 100% remote — work from anywhere in the United States - Flexible scheduling that supports work–life balance - Structured training and ongoing mentorship - Clear advancement pathways into leadership roles - Performance-based bonuses and long-term growth potential - Collaborative, mission-driven team culture Company Description For more than 70 years, AO Globe Life has partnered with labor unions, credit unions, and veteran organizations to provide supplemental benefits that help protect working families nationwide. With a remote-first model built on mentorship, service, and professional development, AO Globe Life continues to create meaningful career opportunities for individuals across the country.

• Troubleshoot, diagnose, and resolve technical hardware and software issues. • Research questions/issues using available information and resources. • Identify and escalate situations requiring urgent attention. • Log all help desk interactions via computerized ticketing system (Team Support). • Proactively help to build and maintain support infrastructure and documentation including external user facing self-help system and internal support documentation. • Share information with other team members on how problems or issues were solved, and proactively work with team. • Perform PayTrace product training and product demonstrations to end users. • Maintain constructive relationships and listen to our merchants and resellers needs and pain points in order to help provide strategic feedback to other departments.