Customer Support Specialist

About the role

The Customer Support Agent will manage live chat inquiries through the Pylon platform, assisting employers, employees, and contractors with payroll, benefits, and account-related questions. This is a shift-based role designed to maintain 24/7 support coverage. It requires strong communication skills, attention to detail, sound judgment in escalation, and the ability to work effectively in a fast-paced environment.

What you'll do

• Respond promptly and professionally to incoming Pylon live chat inquiries
• Identify the user type (employer vs. worker/contractor) and adjust tone, permissions, and escalation path accordingly
• Resolve issues accurately and efficiently, or escalate to the Payroll, Benefits, or Support teams as needed
• Document chat interactions thoroughly and accurately within internal systems
• Follow up on pending inquiries when required to ensure resolution

What you need

• Customer service
• Chat support
• Communication
• Any graduate