Customer Operations Specialist

About the Role

Meridio is a remote-first company focused on simplifying health benefits for small businesses so they are easier to access, more affordable, and straightforward to manage. The company is hiring a proactive, highly organized, and customer-obsessed Customer Operations Specialist to support clients and their employees while keeping core operational work running smoothly. This position reports to the Customer Operations Lead.

This is a high-impact position for someone who enjoys solving problems, improving how work gets done, and guiding people through complex situations with calmness and empathy. You will work where customer experience and operations meet, handling customer inquiries, benefits administration, process improvements, and documentation. The work is varied, and you will help Meridio grow thoughtfully without losing the personalized service customers expect.

The company is looking for someone who likes taking ownership, works well in a fast-changing environment, and is motivated by making systems, workflows, and customer experiences better.

This remote opportunity is open to candidates located in the United States, Canada, or the Philippines.

Customer Experience & Operations

• Provide a responsive, polished, and dependable experience for customers through clear communication and strong follow-through.
• Act as a main contact for customer and partner questions while ensuring responses are timely, accurate, and considerate.
• Organize and prioritize support tickets, operational work, and customer follow-ups.
• Look into customer problems, resolve what you can, and escalate more complex issues when needed.

Benefits Administration & Operational Support

• Work with internal teams to coordinate customer needs and help close issues efficiently.
• Track customer workflows and spot risks or friction before they affect the customer experience.
• Support day-to-day operational processes so customers receive accurate and on-time service.

Process Improvement & Documentation

• Find opportunities to simplify workflows and eliminate repetitive manual work.
• Help build processes that can scale as the company grows.
• Support consistency and operational quality across the customer journey.

Cross-Functional Collaboration

• Share customer feedback, repeated issues, and operational observations that can improve the business.
• Assist with special projects and broader operational initiatives as the company expands.
• Help strengthen a collaborative, accountable, and customer-centered team culture.

30/60/90 Day Outcomes

First 30 days: Learn Meridio’s products, customer journey, operational workflows, and support processes. Become comfortable using internal systems, tools, and documentation. Start handling customer inquiries and operational work with team guidance. Build a working understanding of benefits administration and eligibility workflows.

By 60 days: Manage most customer support requests and operational responsibilities with limited help. Show good judgment when deciding what to prioritize and when to escalate. Contribute to documentation and process improvements. Build reliable working relationships across teams.

By 90 days: Take full ownership of day-to-day customer support and operational workflows. Consistently provide a strong customer experience while meeting response-time expectations. Identify ways to improve efficiency and processes. Become a trusted partner for both customers and internal stakeholders.

What Success Looks Like

• Meets expectations for customer response times and issue resolution.
• Maintains strong customer satisfaction and positive feedback.
• Shows accuracy, close attention to detail, and dependable execution across workflows.
• Owns assigned work and follows through with minimal oversight.
• Proactively spots opportunities to improve processes and customer experience.
• Produces clear documentation, supports operational consistency, and works well with the team.

Qualifications

Required: 2–4 years of experience in customer support, customer operations, client services, benefits administration, or a similar area. Strong written and spoken communication skills. Excellent organization and attention to detail. Ability to juggle multiple priorities in a fast-moving setting. Proven ability to work independently and take responsibility for outcomes. Strong problem-solving ability with a proactive approach. Commitment to delivering an excellent customer experience.

Preferred: Experience supporting employee benefits, insurance, healthcare, HR technology, or fintech customers. Exposure to eligibility, enrollment, or benefits administration workflows. Experience writing SOPs, process documentation, or knowledge-base content. Familiarity with HubSpot, Rippling, Notion, or similar tools. Background in startup or high-growth environments.

Benefits & How We Work

• 401(k) with employer match
• Discretionary Time Off (DTO)
• 100% employer-paid health insurance premiums for employees
• Equity
• Remote-first setup with purposeful in-person on-sites
• A high-ownership, high-candor environment that values clarity, empathy, and action