Platform Support Specialist

Espresa is the only benefits platform that delivers a global and all-in-one experience for HR, People teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers Great Places to Work® while making heroes out of HR teams.

Join our growing team of tenacious builders, designers, and people igniters, and help transform the industry of personal benefits for good.

Espresa is looking for a Platform Support Specialist to serve as the primary technical resource for our enterprise customers. In this role, you will sit at the intersection of customer experience and deep platform expertise, helping administrators navigate our SaaS platform, diagnosing technical issues, and acting as a critical feedback loop between customers and our product and engineering teams.

This is a high-impact, individual-contributor role on the Customer Success team. You will own technical resolution across support channels (email, phone, and chat) while maintaining high CSAT scores and contributing to the continuous improvement of our support systems and documentation.

• →Diagnose and resolve platform issues across tickets, email, phone, and chat -- triaging configuration errors, integration failures, data discrepancies, and bugs while meeting CSAT and solve targets
• →Guide members and admins through platform features, configurations, and workflows; distinguish between user error, configuration issues, and product bugs and route each appropriately
• →Own escalated cases for enterprise and strategic accounts with urgency and cross-functional coordination, bringing in Engineering, Product, or CS as needed
• →Maintain deep, current knowledge of the Espresa platform and contribute to internal documentation, knowledge base articles, and help content
• →Surface recurring issues and support trends to Product and Engineering, and collaborate with CS and Implementation to support a unified customer experience
• →Deliver a consistently high-quality, empathetic experience that builds trust with both end users and enterprise stakeholder