Lead Technical Support Specialist

22 hours, 18 minutes ago
Full-time
Senior
Customer and Technical Support
EnrollHere

EnrollHere

EnrollHere offers a comprehensive platform tailored for agents, FMOs, and carriers in the insurance industry, providing tools for managing enrollment data, tracking commissions, ensuring compliance, and optimizing call center operations to drive busine...

Insurance

Description

  • Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations.
  • Respond to high-impact agent, partner, and internal inquiries via Intercom chat and email with speed, clarity, and empathy.
  • Ensure SLA adherence and consistent response quality across active conversations.
  • Identify patterns in support issues and proactively recommend solutions.
  • Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards.
  • Review tickets for accuracy, tone, and technical correctness.
  • Assist with onboarding and ramping new support hires.
  • Contribute to and refine support macros, workflows, and automations in Intercom.
  • Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection.
  • Clearly document bugs, edge cases, and reproduction steps for Engineering.
  • Partner with Product and QA to validate fixes and communicate resolutions back to users.
  • Own and improve internal and external documentation using Notion and Intercom Articles.
  • Identify gaps in onboarding, help content, and self-service resources.
  • Help scale support operations by improving workflows, tagging, reporting, and escalation paths.

Requirements

  • 2–4 years of experience in technical support, customer support, or a similar role.
  • Strong hands-on experience with Intercom, including Inbox, Articles, automations, and macros.
  • Experience working in a ticket-based support environment such as Intercom, Zendesk, Freshdesk, or Jira Service Management.
  • Comfortable troubleshooting browser-based applications using developer tools.
  • Excellent written communication and a calm, customer-first mindset.
  • Proven ability to manage multiple priorities in a fast-paced, remote environment.

Benefits

  • Medical coverage with 4 United Healthcare medical plans, including an HSA option.
  • Dental coverage with 3 plans through Aetna and MetLife.
  • Vision coverage with 2 Aetna vision plans.
  • Wellness and mental health support, including telehealth and an annual Talkspace subscription.
  • Ancillary coverage with 4 plans plus supplemental life insurance.
  • 401(k) with a 4% match after a 90-day exclusionary period.
  • Generous PTO and remote work support.
  • Learning stipends and opportunities for professional development.

Interested in this position?

Apply directly on the company website

Apply Now

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