Premium Support Consultant 2

About the Role

This position is based in Omaha, Nebraska and follows a hybrid arrangement, allowing a mix of remote work and office visits depending on team needs. The schedule will be one of two business-driven shifts: Monday to Friday from 10:30 a.m. to 7:00 p.m. CST, or Tuesday to Saturday from 8:00 a.m. to 5:00 p.m. CST.

The role focuses on helping members protect their data, understand how to use the platform effectively, and stay aligned with the user agreement. The work includes reviewing, investigating, and resolving member concerns, spotting and reducing fraudulent behavior, and handling terms of service violations. The aim is to remove friction, rebuild trust quickly, and help members continue progressing toward economic opportunities.

This position calls for someone who can balance speed with careful attention to detail, work collaboratively, take ownership of member issues, and deliver high-quality service.

Case Management

• Follow established procedures so work is completed in line with business expectations.
• Use product knowledge to engage customers with helpful follow-up actions, such as check-ins and webinars, that support product understanding and regular usage.
• Provide early guidance on core product features to encourage adoption and feature activation.
• Record all interactions with teams, customers, members, and accounts accurately and promptly using internal tools.

Customer Engagement

• Work from the queue and speak with customers to understand both routine and complex requests, priorities, and the best path to resolution.
• Deliver support, troubleshoot issues using product, technical, and process knowledge, prevent churn where possible, and escalate cases to the right team when needed.

Customer Support Strategy

• Apply established solutions to improve the speed and effectiveness of support handling and related processes.
• Help with pilots and support team adoption of process improvements and enhancements.

Innovation and Improvement

• Review workflows to identify opportunities for better customer value and begin suggesting improvements.
• Work with team members and cross-functional partners to maintain consistency and spot process gaps.
• Expand knowledge of products, tools, and internal processes.
• Use automation and artificial intelligence as directed to improve customer experience.

Stakeholder Management

• Maintain productive relationships with managers, peers, and cross-functional partners while sharing updates about process, policy, and product changes that may affect customers.
• With guidance, communicate proactively with stakeholders such as customers, sales partners, and cross-functional teams about request status and new product releases.

Qualifications

Basic qualification options include either two or more years of experience in customer support, customer service, product support, billing support, advertising, account management, or a related area; or a high school diploma/GED/equivalent plus at least one year of relevant experience.

Preferred experience includes working with internet-related products and explaining internet functionality over phone, email, and chat; handling difficult customers and simplifying complex information; technical and product troubleshooting; analyzing data and trends to identify growth opportunities; strong knowledge of Microsoft Office and O365 products; clear verbal and written communication; and the ability to collaborate across teams and at different organizational levels.

Compensation and Benefits

The stated pay range is USD 49,000 to 75,000 annually. Actual compensation may vary based on experience, skill set, certifications, and work location. The overall package may also include an annual performance bonus, stock, benefits, and/or other incentive compensation plans.

Additional Information

The employer follows equal opportunity and fair pay practices and welcomes applicants from a broad range of backgrounds. Hiring decisions are made without discrimination based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or other legally protected characteristics.

Support is available for applicants who need reasonable accommodations during the search, application, or interview process because of a disability-related limitation. Examples include materials in alternate formats or read aloud, accessible interview locations, a service animal during interviews, and a sign language interpreter. Accommodation requests are typically answered within three business days, while non-disability-related requests such as application follow-up are not responded to.

The employer also states that it will not retaliate or discriminate against employees or applicants for discussing or disclosing pay information in permitted circumstances, and it follows applicable fair chance, pay transparency, and candidate privacy requirements.