Client Support Specialist

Summary

Join NationsBenefits as a Client Support Specialist and partner with health plans and brokerages to guide them through onboarding, configuration, training, and ongoing usage of NationsCX. Lead client onboarding, including setting up agent portals and integrating data. Design and deliver training sessions, create user documentation, and act as a trusted advisor. Troubleshoot issues, collaborate with engineers, and monitor client health. Partner with product, engineering, and sales teams to ensure smooth transitions and identify upsell opportunities. This role requires 5-10 years of client-facing experience and strong communication skills. Healthcare domain experience is highly desired.

Requirements

• 5–10 years 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
• 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
• 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

Responsibilities

• 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
• 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
• Serve as primary point of contact for client inquiries—ranging 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
• 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

Preferred Qualifications

• 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