Customer Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers using the Everlance B2C product.

• Address and respond to customer inquiries and issues of varying complexity via phone, email, and webchat while adhering to established service levels.

• Deliver a positive, customer-focused approach to question and issue resolution.

• Manage customer expectations and experiences to ensure high satisfaction rates.

• Supervise, track, and document all customer cases, updates, and ongoing tasks through the appropriate channels.

• Review and process customer forms and necessary documentation.

• Act as a Subject Matter Expert on specific Everlance products, support tasks, and related processes.

• Coordinate with team management for escalations and facilitate timely resolution of end-user issues.

⛳️ Requirements

• At least 1 year of experience in customer service or support (preferably in tech or SaaS).

• Excellent communication skills in English, both written and verbal.

• Tech-savvy with a quick learning ability for new systems.

• Comfortable in a fast-paced environment with the capacity to manage multiple tasks simultaneously.

• Demonstrated ability to assist customers across various channels, including phone, email, and live chat.

• Reliability and consistency, with a commitment to work, including adherence to regular business hours and achieving daily goals.

• Proficiency in communicating and escalating challenges and blockers as necessary while working towards swift issue resolution.

• Understanding of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing, is advantageous.

• Experience with support platforms such as Zendesk or Salesforce is preferred.

• Availability to work after hours and on weekends as required.

• Must be available to work from Wednesday to Sunday, 8 am ET–5 pm ET or 9 am–6 pm ET.

🏝️ Benefits

• Medical, Dental, and Vision Insurance (coverage begins on day one).

• Open Paid Time Off for scheduled vacation and personal time.

• Up to 40 hours of Sick Time Off available annually for unforeseen absences.

• Flexible Spending Accounts & Health Savings Accounts.

• Motus-Fidelity 401K Plan with company matching contributions.

• Company-sponsored Short/Long-term Disability & Basic Life Insurance Plans.

• Family Planning and Parenting Support Benefits provided by Maven.

• Support for 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 for Internet and Cellular costs.

• 16 weeks of maternity and adoption leave.

• 12 weeks of paternity leave.

• Engaging learning sessions, strategic training, and access to Employee Resource Groups.