Role Description Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce- und SaaS-Bereich verstehst und passende Lösungen ableitest. - Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen. - Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln. - Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie. Qualifications - Du bringst Erfahrung im Bereich Finanzbuchhaltung mit – oder hast ein gutes Verständnis für steuernahe Prozesse. - Du hast Erfahrung im direkten Kundenkontakt – idealerweise im SaaS-Umfeld und bringst ein ausgeprägtes Gespür für Kundenbedürfnisse mit. - Du verstehst es, realistische Ziele und KPIs zu definieren, zu verfolgen und zu erreichen – sowohl für dich als auch in Zusammenarbeit mit deinem Team. - Du kommunizierst sicher auf Deutsch und Englisch – schriftlich wie mündlich. - Du bist sicher im Umgang mit gängigen Tools wie Zendesk, Confluence, Slack, Google Workspace oder ähnlichen Systemen. Benefits - Die Möglichkeit, in einem dynamischen Startup eigenständig Projekte voranzutreiben und echten Mehrwert für unsere Kund:innen zu schaffen. - Regelmäßige Entwicklungsgespräche und jährliches Fortbildungsbudget. - Eine offene Unternehmenskultur mit flachen Hierarchien, No-Dresscode, Team Dinners, Sportangeboten, After-Work-Drinks und regelmäßigen Company Offsites. - Remote first oder in unserem Büro direkt am Ostbahnhof – mit Balkon und Blick auf die Spree. - Familienfreundlichkeit durch Flexibilität bei der Organisation Deiner Arbeitszeiten und Arbeitsorte. - Ein attraktives Vergütungspaket und 30 Tage Urlaub.

Title: Spanish Bilingual Customer Service Representative - Employee Benefits Brokerage Location: Schaumburg, IL, United States Pay : $ 25.00 - 30.00 per hour Job Description: Position Title: Spanish Bilingual Customer Service Representative – Employee Benefits Brokerage Location: Schaumburg, IL (Hybrid) Classification: Full-Time, Non-Exempt Working Hours: 9:00am – 5:30pm Summary An established, growing employee benefits brokerage firm is seeking a driven, Spanish bilingual professional to join their client services team. Driven by an increasing demand from clients for Spanish-language servicing across various levels of employee benefits expertise, this position represents a strategic growth opportunity. Operating under the direction of the Customer Service Manager, the Customer Service Representative will manage critical inside service work for client programs, collaborating closely with Account Managers and Executives. This is an exceptional career opportunity offering a defined path for rapid advancement for a motivated, capable individual looking to build a long-term corporate trajectory. Essential Duties and Responsibilities include but are not limited to: - Act as a vital communication bridge, resolving routine coverage questions, complex claims issues, appeals, billing discrepancies, and eligibility questions for both English- and Spanish-speaking client employees. - Partner with Account Managers to handle census preparation for marketing or implementation, manage commission tracking, process invoicing, and assist in conducting client open enrollment meetings. - Assist in the preparation of professional formal proposals, client-facing employee benefit booklets, and comprehensive open enrollment guides. - Accurate processing of client eligibility requests (enrollments, terminations, and plan changes) utilizing carrier portals and internal benefits administration platforms. - Input and meticulously maintain an active record of all client communications and account activities within the company system. - Assist internal Account Executives, AVPs, and VPs with language, documentation, and translation assistance to ensure flawless execution of benefits programs for diverse workforces including attending occasional external client meetings with Sales and Account Managers. Qualifications - Fluency in both English and Spanish at a professional level (must be able to speak, read, and write with corporate-level clarity and precision). - Prior experience working within a traditional office setting is required; candidates must already be accustomed to a corporate, professional business environment and etiquette. - Strong affinity for technology, advanced computer literacy, and a demonstrated ability to pick up and master new software applications quickly. - Must successfully obtain and maintain an active Life and Health Insurance Agent License within three (3) months of hire. - Must reside within hybrid commuting distance of the Schaumburg office. While the organization highly values and offers long-term work-from-home flexibility, in-office days are required. The current cadence is twice per month, but candidates must be adaptable to potential schedule changes (e.g., shifting to 3 or 4 times per month) based on operational needs. - Solid mathematical proficiency and data-driven problem-solving capabilities. - Ability to attend occasional travel for client meetings and be prepared to appear in standard professional/corporate attire for client-facing environments. - A strong desire to commit to the employee benefits field and scale the career over the long term. - Prior experience in a dedicated customer service or client-facing support role (preferred). About Us At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact. Staffmark is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Staffmark offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Staffmark is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help. The base pay range listed reflects what we reasonably expect to offer for this role. Actual pay may vary based on location, experience, and performance. Depending on the position, benefits may include medical, dental, and vision coverage; retirement and savings plans; paid holidays and time off; supplemental insurance; and additional wellness or incentive programs.

• Handle inbound customer inquiries through phone, email, chat, or other communication channels. • Listen carefully to customers and identify their needs or concerns. • Provide accurate, clear, and timely information about products, services, policies, or processes. • Resolve customer concerns professionally and efficiently. • Guide customers through troubleshooting steps or account-related processes when required. • Document customer interactions and update information accurately in the appropriate systems. • Follow established procedures, scripts, service guidelines, and escalation protocols. • Escalate complex or sensitive cases to the appropriate team when necessary. • Meet performance expectations related to quality, productivity, attendance, customer satisfaction, and response times. • Maintain a positive, empathetic, and professional attitude during every customer interaction. • Participate in training sessions, coaching meetings, and team activities. • Protect customer information and follow all confidentiality and data-security requirements.

• Communication with our B2C customers to handle and resolve queries within SLAs. • Escalate and liaise with our teams internally to investigate issues and to find a resolution. • Develop subject matter expertise in all areas of B2C (products, systems & processes) at Paysend. • Continuous Improvement - identify trending issues and escalate concerns accordingly. • Continuous Improvement - reviewing current processes, templates and internal systems and making suggestions on improvements that would enhance the customer experience or help them to self-serve.