Client Support Specialist

Job Title: Client Support Specialist - NationsCX

Location: Plantation Florida / Remote

Employment Type: Full-time / Permanent

About NationsBenefits:

At NationsBenefits we are committed to helping our customers achieve a better quality of life through supplemental benefits and member engagement solutions. We are also enthusiastic about supporting the goals of our associates and helping them do their best work. Together we can make a meaningful and measurable difference in the lives of millions. Thats something we can all be proud of.

Job Overview:

NationsBenefits is seeking a detail-oriented and proactive Client Support Specialist to join our NationsCX this role youll partner directly with clients - primarily health plans and brokerages - to guide them through onboarding configuration training and ongoing usage of NationsCX. Youll work closely with our product manager and engineering team to ensure a smooth customer experience and drive platform adoption.

Key Responsibilities

Client Onboarding & Configuration:

Lead step-by-step onboarding for new clients: setup agent portals commission structures member enrollment flows file integrations (i.e. eligibility enrollment feeds)

Collaborate with technical teams and clients IT staff to streamline data ingestion user provisioning and system integration

Configure portal settings including plan-level rules commission triggers and member engagement workflows

Client Training & Adoption

Design and deliver customized training sessions (live or virtual) for agents brokers and client service teams

Develop user documentation how-to guides FAQs and video tutorials on key modules: agent onboarding enrollment workflows commission dashboards file uploads etc.

Act as a trusted advisor: surface best practices and proactive recommendations to maximize platform usage

Client Support & Issue Resolution

Serve as primary point of contact for client inquiriesranging from technical issues to workflow questions

Troubleshoot ticketed issues collaborate with engineers to resolve bugs and ensure prompt follow-up

Monitor client health and feature adoption; escalate issues and success trends to leadership

Cross Functional Collaboration

Partner with product manager to share client insights feedback and feature requests

Work with engineering and QA teams to test new releases assist with beta deployments and update clients on changes

Align with the client success and sales teams to ensure smooth transitions and identify upsell opportunities

Qualifications

Required Skills & Experience:

510years in client-facing support implementation or customer success roles (SaaS experience a plus)

Demonstrated strength in onboarding client communication training and issue resolution

Ability to translate complex processes into clear concise guidance for non-technical users

Healthcare Domain Experience (Highly Desired):

Knowledge of Medicare Advantage Medicaid and Affordable Care Act (ACA) marketplace products

Familiarity with enrollment processes broker/agent commission flows eligibility file formats and call-center/member engagement operations

Prior experience working in health plan operations or with broker/distribution networks

Understanding of healthcare regulation Star Ratings C-SNPs or dual-eligible product lines

Experience with CRM or call center support platforms

Technical Aptitude:

Comfortable navigating SaaS platforms CRM systems and configuration tools

Exposure to data/file integrations (CSV SFTP APIs) and experience coordinating with engineering/IT

Ability to troubleshoot basic configuration issues and coordinate bug resolution

Soft Skills:

Excellent communication (written verbal presentation) and interpersonal skills

Highly organized self-driven adaptable and detail-oriented

Team player who thrives in dynamic fast-growing environments

NationsBenefits is an equal opportunity employer.