Customer Support Specialist
Location: Remote (U.S.-based)
Salary 48-52k
About iLabor & VeeBee
Founded in 2006, iLabor is a leading workforce technology platform built to bring structure, visibility, and performance to complex vendor ecosystems in the staffing industry. What started as a solution to speed up hiring has evolved into a fully connected workforce platform helping enterprise clients manage vendor networks, optimize recruiter performance, and reduce operational risk.
VeeBee is our next-generation compliance and onboarding platform; designed and implemented over the past three years and launching to market this year. VeeBee centralizes vendor onboarding, document management, compliance tracking, and risk oversight into a structured, auditable workflow experience.
2026 is an exciting year for us. We are expanding, evolving, and taking VeeBee to market in a big way. This role sits at the center of that growth.
Customer Support JD
Customer Support Specialist
We are seeking a relationship-driven, operationally strong Customer Support Specialist to support our clients and vendor users across the iLabor and VeeBee platforms.
This is more than a support role. You will serve as a trusted advisor to clients, helping them maximize platform adoption, troubleshoot operational challenges, and achieve measurable outcomes. You will collaborate cross-functionally with Product, Compliance, and Onboarding teams to ensure clients receive a seamless experience.
The ideal candidate combines technical aptitude with strong communication skills and understands the staffing industry landscape.
Responsibilities
Client & Vendor Support
Serve as a primary point of contact for client and vendor users
Respond to inbound inquiries via phone, email, and HubSpot ticketing system
Troubleshoot platform issues and guide users through workflows
Conduct screen-share sessions and on-demand trainings (1–50 participants)
Proactively follow up to ensure resolution and satisfaction
Platform Execution & Operations
Utilize iLabor, VeeBee, Supplier360, Smartsheets, and HubSpot to manage cases
Review and validate client requisitions according to defined rules
Flag or correct requisitions prior to release to vendor networks
Set up and maintain client-specific vendor distribution lists
Maintain accurate records and update customer accounts as needed
Retention & Growth
Drive adoption and encourage best practices across client accounts
Identify opportunities for process improvements and product enhancements
Communicate client feedback to Product and Development teams
Conduct satisfaction calls and participate in customer surveys
Support client retention by ensuring strong operational outcomes
Cross-Functional Collaboration
Work closely with Onboarding, Compliance, and Finance teams
Escalate issues appropriately while maintaining ownership
Assist with rollout of new features and product enhancements
Essential Skills & Competencies
Strong organizational and time management skills
High attention to detail and documentation accuracy
Excellent written and verbal communication skills
Strong phone presence and relationship building ability
Ability to manage multiple clients and vendors simultaneously
Solid problem-solving and critical-thinking skills
Comfortable operating in evolving systems and processes
Confidence working in a high-transaction, deadline-driven environment
Technology & Systems
Experience with CRM or ticketing systems (HubSpot preferred)
Strong working knowledge of Microsoft Office (Word, Excel, Outlook)
Comfortable learning new SaaS platforms quickly
Ability to navigate compliance tracking tools and document management systems
VMS system knowledge is a plus
Education & Experience
High School diploma or GED required
Associate’s or Bachelor’s degree in Business, Communications, Information Technology, or related field preferred
1+ years in customer support, onboarding, compliance, or administrative coordination preferred
Experience in staffing, vendor management, compliance, or SaaS environments is a plus
Must be eligible to work in the U.S. (visa sponsorship not available)
What Makes This Role Different
You will support both iLabor and VeeBee as they scale
You will help shape client experience during a major growth phase
You will operate in a startup mindset inside a 20-year-established company
You will directly impact client retention, adoption, and revenue growth