Esusu

Administration

• Prepare and process payroll changes in ADP (new hires, terms, comp updates) and run basic audits & reports.
• Maintain accurate employee records across ADP, Lattice, and Deel (plus internal trackers).
• Manage P&C inbox: respond/route tickets, track to closure.
• Coordinate onboarding and offboarding (systems access, docs, equipment tracking).
• Support benefits updates/enrollments and compliance file hygiene (e.g., SOC2 artifacts).
• Draft quick communications, schedule HR meetings, and keep task lists current.

P&C Administrator

Customer Support

• Support the Revenue Team with administrative tasks by
• Assisting the team with open deals in Salesforce and ensuring deals have accurate, necessary data before the deal closes
• Monitoring email and Slack for rep support requests and responding timely
• Collaborating with the Finance team to ensure proper billing information is in Salesforce
• Support the Revenue Strategy for the company by
• Searching and verifying which prospects and clients are eligible across multiple sources, as well as creating and maintaining a tracking document as a source of information.
• Supporting the invoicing and payment for Esusu services from external partners.
• Sending scheduled reports to our External Partners for approval in a standardized format and promptly responding to Revenue team members about the progress to ensure timely movements of deals.
• Collaborating with Data Science and Office of the CEO to audit and send reporting lists and presentations for our external partners’ quarterly reports.
• Perform ongoing lead/contact enrichment using revenue tools and Identify and merge duplicate records, flag outdated contacts, and ensure data consistency across CRM.
• Support the Revenue Team with outreach via Apollo and LinkedIn by
• Designing and sending monthly communications about updates related to Esusu's offerings and external partnership.
• Coordinate with Marketing, Product, and Enablement teams to distribute key updates and battlecards to Sales. Track what’s working and suggest training or refreshers when patterns emerge.
• Creating and sending communications and coordination for conferences
• Designing communications and SOPs for ad hoc communications, like changes to the GSEs or other programs
• Ensure that LinkedIn Sales Navigator’s Embedded Solution is syncing the Profiles Properly
• Support the Revenue Org with enabling the team to utilize procured tools.
• Support Revenue leadership with additional ad hoc projects and requests, like
• Planning team meetings and offsites
• Creating Salesforce reports

Sales Support Specialist

• Serve as an empathetic, trusted information resource across all channels (phone, live chat, messaging, social, email) to deliver best-in-class customer experiences.
• Develop a sophisticated understanding of Esusu’s products, policies, and partner ecosystem; stay current on updates and continuously translate them into clear, actionable customer guidance.
• Drive outcome-based resolutions by practicing Next Issue Resolution (NIR)—anticipating follow-on needs and proactively addressing root causes to reduce repeat contacts.
• Hands-on troubleshooting of mobile apps and web workflows, and third‑party integration issues (e.g., identity verification, bank linking, payments); ability to translate symptoms into actionable bug reports.
• Use data from internal tools, FAQs, and knowledge systems to inform responses; document interactions and update systems of record to reflect actions taken and next steps.
• Transition our motion from reactive to proactive by monitoring signals, triggers, and trends to reach out before issues escalate; coordinate callbacks, follow-ups, and nudges that prevent customer effort.
• Enter, process, and quality-check requests across core systems; ensure accuracy for sensitive financial and identity information.
• Contribute to and refine standard operating procedures and knowledge content; propose improvements to workflows, macros, and bots to streamline experience and resolution time.
• Represent the voice of the customer in cross-functional venues; surface trends, defects, and friction points with clear narratives and data that inform product and process roadmaps.
• Produce and present omnichannel performance metrics (e.g., FCR/NIR, CES, channel deflection, resolution time, containment, contact reasons, sales-assist conversions) and use insights to drive continuous improvement.
• Identify consultative cross-sell and up-sell opportunities aligned to customer outcomes (e.g., product features, plans, tools) and seamlessly hand off or close low-touch opportunities within policy.
• Collaborate with teammates to ensure adequate coverage to assist customer specific shifts determined by team scheduling.

P&C Administrator

Sales Support Specialist

Customer Service Specialist