Customer Support Specialist

ABOUT NIURAL
Niural is an AI-native platform that unifies payroll, compliance, HR, and financial operations into a single intelligent system. We enable companies to hire, pay, and manage teams across 150+ countries with speed, accuracy, and precision.
Backed by Marathon Management, M13, and Inspired Capital, Niural is redefining the future of global workforce infrastructure and intelligent finance.
WHY NIURAL?
Customer experience is foundational to our platform's success. As a Customer Support Agent on Pylon Live Chat, you are often the first point of contact for employers, employees, and contractors. Your responsiveness, clarity, and empathy directly influence client trust and satisfaction.
On a platform that powers payroll and compliance globally, precision and professionalism in communication are critical. Your role ensures that users feel supported, understood, and confident while navigating complex payroll and benefits systems.
ABOUT THE ROLE
The Customer Support Agent will manage live chat inquiries through the Pylon platform, assisting employers, employees, and contractors with payroll, benefits, and account-related questions.
This is a shift-based role designed to maintain 24/7 support coverage. It requires strong communication skills, attention to detail, sound judgment in escalation, and the ability to work effectively in a fast-paced environment.
KEY 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 & SKILLS
- 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
SHIFT COVERAGE
- Must be available for rotating shifts to ensure 24/7 live chat support
- Flexibility to cover evenings, nights, weekends, and holidays as per schedule
WHAT WE OFFER
- 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

Employment type
FullTime

Work arrangement
No