Customer Support Agent
About The Position
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 position is perfect for those who value providing guidance and support to users across a variety of everyday challenges. You will be a reliable resource and a strong communicator both to customers and to fellow support agents and leadership internally. If you thrive in a collaborative, fast-paced environment and are eager to make a significant impact on our customers, we want to hear from you! The schedule for this role is Wednesday through Sunday, 8am ET-5pm ET or 9am–6pm ET.
Requirements
- 1 year or more of customer service or support experience (tech or SaaS experience preferred)
- Strong English communication skills, both written and verbal. (Spanish and / or 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
Nice To Haves
- 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
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
Benefits
- Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
- Open Paid Time Off
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
