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. That's something we can all be proud of.
Job Overview:
NationsBenefits is seeking a detail-oriented and proactive Client Support Specialist to join our NationsCX team. In this role, you'll partner directly with clients - primarily health plans and brokerages - to guide them through onboarding, configuration, training, and ongoing usage of NationsCX. You'll 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 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
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:
• 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
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.
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