Customer Support Agent
About Our Client
The organization operates in the vehicle reimbursement and risk mitigation industry, providing solutions for employees who drive. With decades of expertise combined with technology, it helps optimize workforce spending and productivity through data-driven insights and strategic decision making. The organization serves top Fortune 500 companies globally, establishing itself as a preferred partner in vehicle reimbursement.
About the Opportunity
The Customer Support Agent role focuses on delivering excellent support for the Everlance B2C product line. This position acts as the primary point of contact for customers, resolving issues and answering inquiries to ensure a smooth and positive user experience. The role contributes to maintaining high customer satisfaction and supports internal communication with leadership and team members.
Responsibilities
- Respond efficiently to customer requests and issues via phone, email, and chat within established service levels
- Provide a customer-centric approach to enhance satisfaction
- Manage customer expectations to ensure positive experiences
- Record and monitor customer cases and updates accurately
- Review and process customer forms and documentation
- Act as Subject Matter Expert for designated Everlance products and support tasks
- Coordinate with management on escalations to ensure timely resolution
- Work occasional after hours and weekends as required
Requirements
- Minimum 1 year of customer service or support experience; tech or SaaS background preferred
- Strong written and verbal English communication skills; French proficiency is a plus
- Ability to quickly learn new systems and adapt to a fast-paced environment
- Experience supporting customers across multiple channels (phone, email, live chat)
- Reliable with consistent adherence to work schedules and daily goals
- Ability to communicate and escalate issues effectively
- Knowledge of taxation lifecycle including reimbursements and compliance is advantageous
- Experience with support platforms like Zendesk or Salesforce preferred
Pay
Pay rate is $20.00 USD per hour, with actual compensation depending on experience and qualifications.
Benefits
- Medical insurance, dental insurance, and vision insurance effective from day one
- Open paid time off for vacation and personal time
- Up to 40 hours of sick leave annually
- Flexible Spending Accounts and Health Savings Accounts
- 401(k) plan with company match
- Company-paid short-term and long-term disability and basic life insurance
- Family planning and parenting support benefits
- Access to mental, physical, professional, and financial well-being programs
- Home office reimbursement program
- WorkAnywhere reimbursement for internet and cellular costs
- Paid maternity leave (16 weeks) and paternity leave (12 weeks)