Customer Support Agent

Motus

3d•Remote

About The Position

Motus is seeking a proactive and empathetic Customer Support Agent for its Everlance B2C product line. The role is the first point of contact for customers, resolving issues, answering questions, and helping provide a seamless experience with Motus products and services. The agent interacts with users by phone, email, and chat, and serves as a resource for customers and fellow support agents and leadership. The schedule is Wednesday through Sunday, either 8 a.m. to 5 p.m. ET or 9 a.m. to 6 p.m. ET. The position pays $20.80 per hour. Compensation may vary based on relevant experience, technical skills, and other qualifications. The role is eligible for company benefits.

Requirements

At least 1 year of customer service or support experience.
Strong written and verbal English communication skills.
Ability to learn new systems quickly and comfort with technology.
Ability to work in a fast-paced environment and manage multiple tasks.
Proven ability to assist customers by phone, email, and live chat.
Reliability, consistency, and commitment to the work, including adhering to regular business hours and closing out daily customer-focused goals.
Ability to communicate and escalate challenges and blockers and work to resolve issues quickly.

Nice To Haves

Technology or SaaS customer service or support experience.
Spanish and/or French proficiency.
Knowledge of the taxation lifecycle, including reimbursements, deductions, compliance, and payment processing.
Experience with support platforms such as Zendesk or Salesforce.

Responsibilities

Resolve and respond efficiently to end-user and customer requests and issues of varying complexity by phone, email, and webchat, within established service levels.
Provide end-users and client administrators with positive, customer-centric assistance.
Manage customer expectations and the customer experience to support high satisfaction.
Manage, monitor, and record customer cases, case updates, and ongoing tasks in the appropriate channels.
Review and process customer forms and documentation.
Serve as a subject matter expert on designated Everlance products, support tasks, and processes.
Work with team management on escalations and help ensure proactive, timely resolution of end-user issues.
Work after hours and on weekends as needed.

Benefits

Medical, dental, and vision insurance, effective day one, with employer contribution.
Open paid time off for pre-scheduled vacation and personal time.
Up to 40 hours of sick time off annually.
Flexible spending accounts and health savings accounts.
Motus-Fidelity 401(k) plan with company match.
Company-paid short- and long-term disability and basic life insurance.
Family planning and parenting support benefits through Maven.
Mental, physical, professional, and financial well-being support through coaching and clinical therapy with Modern Health.
$1,000 home office reimbursement program.
$2,000 internal referral program.
WorkAnywhere reimbursement of internet and cellular costs.
16 weeks of maternity and adoption leave.
12 weeks of paternity leave.
Employee assistance program.
Additional voluntary or legally required benefits.