Customer Support Specialist

iLabor is a workforce technology platform (founded in 2006) expanding its next-generation compliance and onboarding product, VeeBee, to market. The Customer Support Specialist supports clients and vendor users across the iLabor and VeeBee platforms to drive adoption, troubleshoot issues, and help achieve measurable operational outcomes.

• Serve as the primary point of contact for client and vendor users.
• Respond to inbound inquiries via phone, email, and HubSpot ticketing system.
• Troubleshoot platform issues and guide users through platform workflows.
• Conduct screen-share sessions and on-demand trainings for groups of 1–50 participants.
• Proactively follow up to ensure issue resolution and customer satisfaction.
• Use iLabor, VeeBee, Supplier360, Smartsheets, and HubSpot to manage support cases.
• Review and validate client requisitions according to defined rules; flag or correct prior to release to vendor networks.
• Set up and maintain client-specific vendor distribution lists.
• Maintain accurate records and update customer accounts as needed.
• Drive adoption and encourage best practices across client accounts.
• Identify opportunities for process improvements and product enhancements; communicate feedback to Product and Development teams.
• Conduct satisfaction calls and participate in customer surveys to support retention.
• Collaborate with Onboarding, Compliance, and Finance teams; escalate issues appropriately while maintaining ownership.
• Assist with rollout of new features and product enhancements.

• Strong organizational and time management skills with high attention to detail and documentation accuracy.
• Excellent written and verbal communication skills with strong phone presence and relationship-building ability.
• Ability to manage multiple clients and vendors simultaneously in a high-transaction, deadline-driven environment.
• Strong problem-solving and critical-thinking skills; comfortable operating in evolving systems and processes.
• Experience with CRM or ticketing systems (HubSpot preferred).
• Strong working knowledge of Microsoft Office (Word, Excel, Outlook).
• Comfortable learning new SaaS platforms quickly and navigating compliance tracking and document management systems.
• VMS system knowledge is a plus.
• High School diploma or GED required.
• Associate’s or Bachelor’s degree in Business, Communications, Information Technology, or related field preferred.
• 1+ years of experience in customer support, onboarding, compliance, or administrative coordination preferred.
• Experience in staffing, vendor management, compliance, or SaaS environments is a plus.
• Must be eligible to work in the U.S. (visa sponsorship not available).

• Remote role (U.S.-based).
• Supports both iLabor and VeeBee during a major growth phase.
• Startup mindset within a long-established company.