Customer Operations Specialist

Meridio is a remote-first company on a mission to make health benefits for small businesses simple, affordable, and accessible. We're looking for a proactive, detail-oriented, and customer-focused Customer Operations Specialist to help deliver an exceptional experience for our clients and their employees while supporting the operational processes that keep our business running smoothly. This role reports to the Customer Operations Lead. This is a high-impact role for someone who enjoys solving problems, improving processes, and helping people navigate complex situations with confidence and empathy. You'll sit at the intersection of customer experience and operations, supporting everything from customer inquiries and benefits administration to process improvements and documentation. No two days will look exactly the same, and you'll play an important role in helping us scale thoughtfully while maintaining the high-touch experience our customers expect. If you're energized by ownership, thrive in fast-moving environments, and enjoy making things work better than they did yesterday, we'd love to meet you. This is a remote role open to candidates based in the United States, Canada, or the Philippines. What You'll Do Customer Experience & Operations Deliver a high-quality customer-facing experience through responsiveness, clear communication, and strong follow-through. Serve as a primary point of contact for customer and partner inquiries while ensuring a timely, accurate, and thoughtful experience. Manage and prioritize incoming support requests, operational tasks, and customer follow-up activities. Investigate and troubleshoot customer issues, escalating complex matters when appropriate. Benefits Administration & Operational Support Partner with internal teams to coordinate customer needs and resolve issues efficiently. Monitor customer workflows and proactively identify potential issues before they impact the customer experience. Support operational processes that ensure customers receive accurate and timely service. Process Improvement & Documentation Identify opportunities to streamline workflows and reduce manual work. Contribute to scalable processes that support company growth. Help ensure consistency and operational excellence across the customer experience. Cross-Functional Collaboration Communicate customer feedback, recurring issues, and operational insights that help improve our business. Support special projects and operational initiatives as Meridio continues to grow. Contribute to a collaborative, accountable, and customer-focused culture. 30/60/90 Outcomes 30 Days Learn Meridio's products, customer journey, operational workflows, and support processes. Become proficient in our systems, tools, and internal documentation. Begin handling customer inquiries and operational tasks with guidance from the Customer Operations team. Develop a strong understanding of benefits administration and eligibility workflows. 60 Days Independently manage the majority of customer support requests and operational responsibilities. Demonstrate sound judgment in prioritizing work and escalating issues appropriately. Contribute improvements to documentation and operational processes. Build trusted working relationships across teams. 90 Days Fully own day-to-day customer support and operational workflows. Consistently deliver a high-quality customer experience while meeting response-time expectations. Identify opportunities to improve processes and operational efficiency. Become a trusted partner to customers and internal stakeholders. What Great Looks Like (Metrics) Consistently meets customer response and resolution-time expectations. Maintains high levels of customer satisfaction and positive customer feedback. Demonstrates accuracy, attention to detail, and operational excellence across workflows. Takes ownership of assigned responsibilities and follows through with minimal oversight. Proactively identifies opportunities to improve processes and customer experiences. Contributes to strong documentation, operational consistency, and team collaboration. Qualifications Must-Haves 2–4 years of experience in customer support, customer operations, client services, benefits administration, or a related field. Strong written and verbal communication skills. Exceptional attention to detail and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Demonstrated ability to take ownership of work and operate independently. Strong problem-solving skills and a proactive mindset. Commitment to delivering an outstanding customer experience. Nice-to-Haves Experience supporting employee benefits, insurance, healthcare, HR technology, or fintech customers. Experience with eligibility, enrollment, or benefits administration workflows. Experience creating SOPs, process documentation, or knowledge-base resources. Familiarity with HubSpot, Rippling, Notion, or similar operational platforms. Experience working in startup or high-growth environments. Benefits & How We Work 401(k) with match Discretionary Time Off (DTO) 100% employer-paid health insurance premiums for employees Equity Remote-first with purposeful on-sites High-ownership, high-candor culture— we value clarity, empathy, and action #J-18808-Ljbffr