Benefits Operations Specialist

About us The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress at scale. Multiplier is at the forefront of this change. We're building a world without limits, where ambitious businesses of any size can look beyond borders to build their global dream teams. We empower companies with the tools and support to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly - no legal entities required. By simplifying global hiring, we're creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of your geography. We believe talent knows no borders, and we've built the platform that proves it. Our world-class EOR, COR and Global Payroll products are helping businesses around the world seize the global hiring opportunity – from sales to fintech, small size to enterprise. We're backed by renowned investors (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our global team. The future is borderless. Let's build it together. Role Summary As a Benefits Support Specialist, you will be the first line of support for clients and employees using our benefits platform. You will manage tickets and inquiries related to coverage details, claim submissions, policy status, document access, and platform usage. This is a customer-facing role that combines knowledge of insurance, empathy, and process fluency. You should bring subject matter expertise in employee benefits and demonstrate the ability to interpret and comprehend master policy documents to resolve queries accurately and confidently. Key Responsibilities Frontline Customer Support Respond to client and employee queries on benefits coverage, enrollment status, claims process, and document access via email, chat, or support tools. Educate users on how to use the platform to view benefits, add dependents, request top-ups, or download policy details. Troubleshoot user-reported issues and coordinate with internal teams (Policy Ops, Product, Engineering) for resolution. Case Management Track support tickets using helpdesk tools (e.g., Zendesk). Categorize, escalate, and follow up on tickets based on defined SLAs. Maintain internal records of customer interactions, resolutions, and learnings. Benefits Knowledge & Guidance Offer guidance on available plans (health, life, travel, wellness), eligibility, and usage scenarios. Understand high-level coverage differences across plans and countries. Communicate claim timelines, exclusions, and key insurer processes. Interpret master policy documents and explain relevant coverage terms and procedures to clients and employees. Internal Collaboration Coordinate with the Policy Operations team to verify enrollment or billing status before responding. Share user feedback with Product and CX teams for ongoing improvements. Help build and maintain internal knowledge bases and FAQs. Requirements Qualifications Bachelor's degree in HR, Insurance, Communications, or any customer-focused discipline. 2–8 years of experience in customer support or insurance/HR service desk roles. Past experience with a global insurance broker company would be a big plus. Language Proficiency: Ability to converse fluently in Spanish. Skills Excellent written and verbal communication skills (English essential; regional languages a plus). Strong customer empathy and professionalism in handling sensitive queries. Working knowledge of group insurance terms, benefits structures, and policy documentation. Proficiency with support tools like Zendesk, Intercom, or HubSpot Service. Ability to work in shift rotations for global coverage, if required. Bonus Points Prior experience in an insurance TPA, HR SaaS company, or global EOR/PEO setup. Familiarity with wellness benefits, EAPs, or mental health services. Experience working in SLAs and ticket-based support environments. Success in This Role Looks Like High CSAT (Customer Satisfaction) and low re-open rate on tickets. Adherence to first response and resolution SLAs. Consistent documentation of learnings for team knowledge base. Recognized as a dependable source of benefits knowledge and empathy.