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.

The Opportunity

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.

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 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