Accountabilities:

The Customer Support Agent is responsible for managing customer interactions, resolving inquiries, and ensuring a consistently high-quality support experience. This role requires strong communication skills, ownership of customer issues, and the ability to collaborate effectively across teams.

• Respond to customer requests and resolve issues through phone, email, and live chat while meeting established service expectations.
• Deliver a customer-focused experience by understanding user needs, providing clear guidance, and ensuring effective issue resolution.
• Manage customer cases, document interactions, track updates, and maintain accurate records across support systems.
• Review and process customer documentation and forms while ensuring accuracy and completeness.
• Become a subject matter expert on assigned products, support processes, and customer workflows.
• Escalate complex issues appropriately and collaborate with leadership and internal teams to ensure timely resolutions.
• Communicate proactively with customers and internal stakeholders regarding challenges, progress, and next steps.
• Support operational goals by managing daily priorities, meeting service targets, and contributing to continuous process improvements.
• Maintain availability for occasional after-hours or weekend support needs when required.

Requirements:

The ideal candidate brings customer service experience, strong communication abilities, and the ability to learn and adapt quickly in a technology-focused environment.

• 1+ year of experience in customer service, customer support, or a related client-facing role; experience in technology or SaaS environments is preferred.
• Strong written and verbal English communication skills; additional language proficiency is a plus.
• Comfortable learning new software systems and navigating multiple digital tools.
• Experience supporting customers through multiple channels, including phone, email, and chat.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail and service quality.
• Reliable, organized, and accountable, with the ability to work independently and collaboratively.
• Strong problem-solving skills and the ability to identify, communicate, and resolve customer challenges.
• Familiarity with support platforms such as Zendesk or Salesforce is preferred.
• Knowledge of reimbursement processes, deductions, compliance, or payment workflows is a plus.

Benefits:

• Competitive hourly compensation of approximately $20 per hour, with final pay based on experience, skills, and qualifications.
• Medical, dental, and vision insurance effective from day one.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Company-sponsored short-term and long-term disability coverage and basic life insurance.
• 401(k) retirement plan with company match.
• Open Paid Time Off policy for planned vacation and personal time.
• Annual sick time allowance for unexpected absences.
• Family planning and parenting support benefits.
• Mental, physical, professional, and financial wellness resources.
• Home office reimbursement program.
• Internet and cellular cost reimbursement.
• Paid maternity and adoption leave, as well as paid paternity leave.
• Remote-first flexibility and support for employees working from home.
• Opportunities to participate in learning initiatives, employee communities, and professional development programs.