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About the Role

As a Customer Support Analyst, you will provide first-line support across Flare products and apps, assisting employees and employers via Zendesk, email, and phone. You will triage, troubleshoot, and resolve issues, document reproduction steps, and escalate when necessary. You will also support customers with promotions eligibility, run order investigations, and fraud triage, while maintaining and improving Help Centre content and automations to enhance customer self-service.

Responsibilities

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.

Requirements

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.

Skills

Zendesk
Salesforce
Troubleshooting
Critical thinking
Communication

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

Entry Level
Mid Level

Benefits

Flexible, hybrid workplace
Home office setup financial assistance
Corporate discounts and vouchers
Wellbeing support via Sonder partnership
In-house training and programs
LinkedIn Learning access
Conference and study assistance
Variety of leave options (purchased leave, parental leave, domestic violence leave, transgender leave, community leave, study leave)
Community involvement opportunities (Wellness, Belonging, Planet)

About the Company

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, Flare is a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.
At MYOB, we’re all about embracing difference and backing people to be their true selves.
We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

Equal Opportunity

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.