About this role
Job Summary
Our I-9 Client Support Analyst supports a portfolio of core to enterprise clients by delivering client outcomes while meeting Service level agreements in a fast‑paced, compliance‑driven environment.
We are looking for technical and diagnostic skills with a focus on managing cases in Salesforce, investigating system and data issues, and responding to client inquiries related to I‑9 and E‑Verify compliance. The CSA must must convey information clearly while maintaining a professional tone with clients including when delivering difficult messages.
Your success depends on strong organization, adaptability, effective escalation, and the ability to partner with Product and Development teams to represent client needs.
You will work remotely reporting to the Sr Director of Eforms &WOTC Customer Success.
Main Responsibilities
You will oversee end‑to‑end I‑9 client support, managing the full case lifecycle in Salesforce while meeting Service level agreements and maintaining clear, client‑focused communication.Perform technical troubleshooting and data analysis to identify core issues, trends, and compliance risks, escalating issues to protect I‑9 and E‑Verify standingYou will partner cross‑functionally with Product, Engineering, Implementation, and Operations to resolve issues, advocate for client needs, and share feedbackSupport onboarding, configuration updates, and continuous improvement through documentation, SOP updates, and process optimizationRequired Qualifications and Experience
2–5 years of experience in Customer Success, Client Support, or SaaS environments, managing portfolios of multi‑level accounts using Salesforce or similar case management systemsTechnical experience, using analysis to prioritize work, where there are competing prioritize in a fast‑paced, compliance‑driven environment, and communicate complex information to diverse partnersResponsive to change, customer‑focused mindset with demonstrated ability to find and address risk, support retention, and navigate evolving regulatory and product changes Why Join Experian?
Experian offers industry-leading benefits built to support your wellbeing, growth, and work-life balance, including:Medical, Dental, Vision, and Life Insurance401(k) with immediate 100% vesting and company matchThree weeks of paid vacation and 11 paid holidays + 5 paid sick daysTuition reimbursement, disability coverage, and an Employee Assistance Program Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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