Customer Operations Specialist

About Meridio

Meridio is a remote-first organization focused on making health benefits easier for small businesses to understand, afford, and offer. The company is hiring a Customer Operations Specialist who is organized, proactive, and customer-oriented to help create a smooth experience for clients and their employees while also supporting the operational work that keeps the business moving. This position reports to the Customer Operations Lead.

This role is ideal for someone who enjoys solving problems, refining workflows, and guiding people through complicated situations with a calm, empathetic approach. You will work where customer experience and operations meet, handling customer questions, benefits administration, process improvements, and documentation. The work is varied, and you will help the company scale without losing the personal service customers expect.

Meridio is seeking someone who takes ownership, works well in fast-changing environments, and is motivated by making systems and processes better.

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

Customer Experience & Operations

• Provide responsive, clear, and dependable support so customers have a strong service experience.
• Act as a main contact for customer and partner questions, ensuring replies are prompt, accurate, and considerate.
• Organize and prioritize incoming support items, operational tasks, and customer follow-ups.
• Research and resolve customer concerns, escalating more complex issues when needed.

Benefits Administration & Operational Support

• Work with internal teams to address customer needs and resolve issues efficiently.
• Track customer workflows and spot possible problems before they affect the customer experience.
• Support operational activities that help ensure service is accurate and delivered on time.

Process Improvement & Documentation

• Look for opportunities to simplify workflows and reduce manual effort.
• Help build scalable processes that can support business growth.
• Contribute to consistency and operational quality across customer-facing work.

Cross-Functional Collaboration

• Share customer feedback, repeated issues, and operational observations that can improve the business.
• Assist with special projects and operational efforts as the company expands.
• Help foster a team culture that is collaborative, accountable, and centered on customers.

Success Milestones

30 Days: Learn the products, customer journey, support structure, operational workflows, and internal tools. Start handling customer questions and operational tasks with team guidance, and build a solid understanding of benefits administration and eligibility processes.

60 Days: Take on most support requests and operational duties independently, show good judgment in prioritizing and escalating work, contribute updates to documentation and workflows, and build strong working relationships across teams.

90 Days: Fully manage daily customer support and operational workflows, consistently meet response-time expectations, identify ways to improve efficiency, and become a trusted partner for customers and internal teams.

What Success Looks Like

• Meets response and resolution targets consistently.
• Earns strong customer satisfaction and positive feedback.
• Shows accuracy, strong attention to detail, and operational discipline across workstreams.
• Owns assigned tasks and completes them with little supervision.
• Regularly identifies ways to improve customer experience and internal processes.
• Supports clear documentation, stable operations, and effective teamwork.

Qualifications

Must-haves: 2 to 4 years of experience in customer support, customer operations, client services, benefits administration, or a similar area. You should bring strong written and verbal communication skills, excellent organization, careful attention to detail, the ability to balance multiple priorities in a busy environment, and a strong sense of ownership. Problem-solving ability, initiative, and a genuine commitment to customer service are essential.

Nice-to-haves: Experience supporting employee benefits, insurance, healthcare, HR technology, or fintech customers; familiarity with eligibility, enrollment, or benefits administration processes; experience drafting SOPs, process docs, or knowledge-base content; working knowledge of HubSpot, Rippling, Notion, or similar tools; and experience in a startup or high-growth setting.

Benefits & How We Work

• 401(k) plan with employer match
• Discretionary Time Off (DTO)
• 100% employer-paid health insurance premiums for employees
• Equity participation
• Remote-first structure with intentional in-person on-sites
• High-ownership, high-transparency culture that values clarity, empathy, and action