Customer Support Agent

Position Description

Motus is looking for a proactive and empathetic Customer Support Agent for our Everlance B2C product line. In this role, you will be the first point of contact for customers, helping them resolve issues, answer questions, and ensure a seamless experience with our products and services.

Maintaining an industry reputation for outstanding customer service, you will be interacting with users via phone, email, and chat support channels. This role is perfect for those who value providing guidance and support to users across a variety of everyday challenges.

Position Duties

• Resolve and respond to end-user and customer requests and issues of varying complexity via phone, email, and webchat efficiently and effectively within established service levels.
• Delight end-users and client administrators with a positive, customer-centric approach to question and issue resolution.
• Manage, monitor, and record all customer cases, case updates, and ongoing tasks in the proper channels.
• Review and process customer forms and documentation.
• Serve as Subject Matter Expert (SME) on designated Everlance products and support tasks and processes.
• Liaise with the team management for escalations and to ensure proactive and timely resolution of end-user issues.

Desired Skills & Experience

• 1 year or more of customer service or support experience (tech or SaaS experience preferred)
• Strong English communication skills, both written and verbal (French proficiency a plus)
• Tech-savvy with the ability to learn new systems quickly
• Comfortable working in a fast-paced environment and handling multiple tasks
• Proven ability to assist customers across multiple channels, including phone, email, and live chat
• Ability to work after hours and on weekends as needed
• Knowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is a plus
• Experience with support platforms such as Zendesk or Salesforce preferred

Pay and Benefits

Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay rate for this role is $20.00 USD per hour. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Benefits

• Motus Benefits: Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
• Open Paid Time Off for pre-scheduled vacation and personal time off
• Up to 40 hours of Sick Time Off available annually for unexpected absences
• Flexible Spending Accounts & Health Savings Accounts
• Motus-Fidelity 401K Plan
• Company-paid Short/Long-term Disability & Basic Life Insurance Plans
• Family Planning and Parenting Support Benefits through Maven
• Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
• $1000 Home Office Reimbursement Program
• $2000 Internal Referral Program
• WorkAnywhere Reimbursement of Internet and Cellular Costs
• 16 weeks maternity and adoption leave
• 12 weeks paternity leave