Senior HR Customer Support Specialist Open Enrollment & Benefits

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About arenaflex

At arenaflex, were redefining the way businesses connect with their people. Our mission is to empower organizations worldwide with cuttingedge humancapital solutions that streamline benefits administration, enhance employee experience, and drive operational excellence. With a global footprint and a culture rooted in innovation, collaboration, and integrity, arenaflex is the partner of choice for companies that want to stay ahead in an everevolving HR landscape.

As a leading provider of integrated HR technology, arenaflex offers a suite of services that cover everything from core HR and payroll to advanced benefits and compliance solutions. Our clients span diverse industriesincluding healthcare, finance, manufacturing, and technologyeach trusting arenaflex to deliver reliable, secure, and userfriendly platforms that simplify complex processes.

Were proud of our inclusive, highenergy work environment where every voice is heard, every idea is valued, and every team member is empowered to grow. If youre passionate about customer success, thrive in a fastpaced setting, and want to make a tangible impact on the lives of employees worldwide, arenaflex is the place for you.

Position Overview

Were looking for a dedicated Senior HR Customer Support Specialist to join our dynamic support team. In this role, you will be the frontline advocate for our clients during the critical Open Enrollment period, ensuring seamless communication, accurate data management, and exceptional service. You will handle complex inquiries related to EDI files, COBRA, and benefits administration, collaborating with carriers, partners, and internal stakeholders to resolve issues swiftly and professionally.

Key Responsibilities

Serve as the primary point of contact for all Open Enrollment customer inquiries, responding promptly via email, chat, and case management systems.

Diagnose and resolve technical and procedural issues related to EDI file processing, COBRA compliance, and benefits enrollment, ensuring minimal disruption to client operations.

Document all customer interactions, decisions, and actions in the arenaflex CRM, maintaining accurate and uptodate records for audit and reporting purposes.

Collaborate closely with carriers, benefits partners, and internal teams (Implementation, Product, and Compliance) to coordinate solutions and communicate status updates.

Set clear expectations with clients, providing realistic timelines and proactive notifications about potential delays or changes.

Analyze recurring support tickets to identify root causes, recommend process improvements, and contribute to knowledge base development.

Maintain a deep understanding of arenaflexs product suite, industry regulations, and best practices in benefits administration.

Participate in continuous learning initiatives, including product training, compliance updates, and customer service workshops.

Act as a mentor to junior support staff, sharing expertise, coaching on problemsolving techniques, and fostering a culture of excellence.

Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

Proven experience (3+ years) in a customer support or implementation role within the HR, benefits, or technology sector.

Strong written and verbal communication skills, with a keen eye for detail and a commitment to clarity and professionalism.

Demonstrated ability to troubleshoot complex technical issues, manage data integrity, and resolve conflicts in a fastpaced environment.

Proficiency with modern support tools (e.g., reputed company, reputed company, or similar CRM platforms) and a willingness to adopt new technologies quickly.

Excellent organizational skills, with the ability to prioritize multiple tasks, meet deadlines, and maintain high quality under pressure.

Selfmotivated, proactive, and accountableready to take ownership of challenges and drive solutions forward.

Teamplayer mindset, comfortable collaborating across departments and with external partners.

Strong analytical thinking, with the capacity to translate data into actionable insights.

High level of professionalism and empathy when interacting with clients, ensuring a positive experience at every touchpoint.

Preferred Qualifications

Background in Human Capital Management (HCM) or benefits administration, with familiarity in Open Enrollment processes.

Knowledge of EDI file formats, COBRA regulations, and benefits compliance frameworks.

Experience working with insurance carriers, payroll systems, or benefits platforms. .