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Customer Support Specialist

Niural
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Hybrid (Remote)Posted 2w ago

About the role

Customer Support Agent on Pylon Live Chat responsible for managing 24/7 live chat inquiries related to payroll, benefits, and account questions for employers, employees, and contractors on the Niural Pylon platform.

Responsibilities

  • Respond promptly and professionally to incoming Pylon live chat inquiries
  • Identify the user type (employer vs. worker/contractor) and adjust tone, permissions, and escalation path accordingly
  • Resolve issues accurately and efficiently, or escalate to the Payroll, Benefits, or Support teams as needed
  • Ensure all client interactions are empathetic, clear, and aligned with Niural's service standards
  • Document chat interactions thoroughly and accurately within internal systems
  • Follow up on pending inquiries when required to ensure resolution
  • Participate in shift rotations to maintain continuous 24/7 coverage
  • Maintain professionalism during high-volume or high-pressure situations

Qualifications

  • Excellent written and verbal communication skills in English
  • Strong problem-solving abilities with keen attention to detail
  • Experience in customer support, live chat, or help desk environments (preferred)
  • Ability to work flexible hours across rotating shifts
  • Familiarity with HR, payroll, benefits, or contractor platforms (a plus)
  • Empathetic, patient, and able to handle high-pressure situations calmly
  • Strong time management and multitasking skills

Skills

Required:English communicationproblem-solvingflexible hours / rotating shifts
Nice to have:customer support / live chat experienceHR, payroll, benefits familiarity

Benefits

  • Competitive salary package designed to reward your expertise and contributions
  • Access to continuous learning and career advancement programs
  • Mentorship and coaching opportunities to help you grow in your career
  • A supportive, collaborative work environment where ideas are valued and teamwork is encouraged
  • Complimentary snacks and lunch to keep you energized throughout your shift
  • A latest-model MacBook Pro and a high-performance monitor to boost your productivity
  • "Fast track" admissions to select partner universities in the US for star performers who want to pursue a Master's in CS
  • Sponsorship for L1 visas and immigrant visas (Green Card) to the US for high performers
Last updated Oct 10, 2026. Interested? Apply on the company site.
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About Niural

One HR & Payroll Platform. From First Hire to IPO.

Niural is the future of HR management with centralized control, advanced analytics, and automation for streamlined HR operations worldwide.

HRPayrollPEOEORglobal payrollcontractor managementNiural PayAI
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