Affiliate Support Center – Support Specialist

About the role

Provides high‑level administrative support in a contact‑center environment, assisting with quality assurance, escalated issues, and continuous improvement. The role involves resolving complex customer concerns, supporting new team members, and collaborating with IT and operations to enhance the service experience.

Key responsibilities

• Handle advanced or escalated customer service requests and complaints.
• Assist with quality monitoring, process documentation, and workflow improvements.
• Support new staff training, onboarding, and performance reporting.
• Coordinate with IT and operations to address system or process issues.
• Maintain and update customer account and order information while ensuring regulatory compliance.

Required profile

• High school diploma or equivalent; associate’s degree or professional certificate preferred.
• At least 7 years of related experience in customer support or call‑center environments.
• Experience with billing and order processing systems and process improvement initiatives.

What we offer

• Competitive salary range based on location, experience and internal equity.
• Comprehensive benefits package including vacation, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.