[Remote] Customer Support Agent

Note: The job is a remote job and is open to candidates in USA. Motus is the industry leader in vehicle reimbursement and risk mitigation solutions for employees who drive. They are seeking a proactive and empathetic Customer Support Agent to be the first point of contact for customers, helping them resolve issues and ensuring a seamless experience with their products and services.

Responsibilities

• 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
• Lead customers' expectations and experience in a way that results in high customer satisfaction
• 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
• Ability to work after hours and on weekends as needed

Skills

• 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
• Reliability, consistency and a commitment to the work – adhering to regular business hours and working to close out daily goals benefiting our customers; the ability to communicate and escalate challenges and blockers as needed and work to resolve issues quickly
• 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

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

Company Overview