Client Experience Specialist (East Coast)

About OnPay OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company! Learn more at We’re on a mission to combine excellent customer service with payroll expertise and superb technology — and we are scaling fast as we’ve just raised $100 million in growth funding led by Carrick Capital Partners. The Role The Client Experience team is responsible for helping our clients identify and resolve issues in a simple and transparent way. We fully understand that our client’s success is what makes us great. By doing business in this way, we deliver an exceptional experience, resulting in saved time and money for our clients. What You’ll Do Provide Tier 1 customer support Learn and navigate OnPay systems in order to respond to client issues Provide our clients with support regarding the resolution of issues via the online portal, phone, and chat Effectively troubleshoot problems and identify solutions for clients as well as internal teams Respond to client inquiries promptly and professionally Ensure that documentation of client issues and resolution are comprehensive and professional Ask relevant questions to define the root cause of a problem and generate solutions What You Bring 1-2 years of customer service ex