Level
Support Agent
At Level, we believe using your benefits should be as easy as buying a cup of coffee. We’re unlocking the full value of compensation by rebuilding benefits as a simple payments experience — fast, flexible, and transparent. Our mission is to empower people to build better financial futures, and we’re accomplishing that by transforming the status quo of benefits.
Level is a B2B2C fintech company comprised of a diverse team from industry-leading companies like Square, Apple, Google, Uber, and Airbnb. Together, we’re creating a new payments tech stack to help employers offer more accessible and personalized benefits for their teams — and this is just the beginning.
At Level, collaboration is our superpower. By leveraging each other’s strengths and curiosity, we’ve been able to build a best-in-class product, culture, and business.
What You'll Do:
80% of your shift
- Talk to callers to validate our members' information. (Balances, coverage, how to submit a claim)
- Talk to Members answering basic account and coverage questions around our various benefit offerings. These include questions about logging in, what is covered and other questions that generally can be answered with a knowledge article. (How do I, questions)
20% of your shift
- Escalate issues that are out of your scope to peers. Documenting the issue you receive from the customer clearly so that the next person can effectively troubleshoot the issue.
- Look at receipts and label items purchased to ensure member transactions are processed accurately and in a timely manner.
- Review Grade attestations (Certifications of completion) from education funds and ensure documents meet our clients standard.
Role Expectations
Support Agents are expected to be the front line employees, acting as the first line of defense for specific phone, email, and chat support inquiries. They will also handle internal entry level tasks such as receipt review and other various processing tasks, for most plan types.
- Support tasks:
- General App Usage
- Password resets and account access issues
- What is covered questions (Post-Tax Only)
- Transaction status’ (paid, unpaid, completed, processing)
- Including ‘Where’s my merchant refund’
- Card Reissuing & Card Declines
- Dental eligibility
- Provider Dashboard Registrations & Navigation (If Dashboard lite is ready by 1/1)
- MCA Review & Understanding
- Flexfund
- Understanding all post-taxed funds and “understanding how to interpret the spirit of the plan”
- Mental Health HRA
- International Member Inquiries
- Additional inquiries not outlined above
- Operations tasks:
- Receipt Review
- Grade Attestation
- Provider Inquires and Updates - AP tasks include:
- Adding and terminating network status for all 3rd party request
- Weekly AP-pending report and confirmation
- PCA Outbound letter delivery
- Provider Dashboard maintenance
- Other various required tasks within the greater ops excellence org.
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Pay:
$18
Contract length:
3-6 months
Contract terms:
Attend shifts 90% of the scheduled time each month
Perform at 85% of tenure task volume (Tickets per hour, Receipts reviewed per hour)
95% Accuracy when processing tickets each day
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Level is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating a welcoming and inclusive environment for all. Please apply to this role if you feel you are a good fit, regardless of your race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other perceived limiting factor. We welcome applicants from all walks of life.
E-Verify Program Participant: Level participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. based applicants and employees only). Please click below to learn more about the E-Verify program: