Customer Support Agent

Foley • Boston, MA

5d • Remote

About The Position

The Customer Support Agent plays a critical role in supporting Foley customers by answering questions, resolving issues, and guiding users through Foley’s SaaS platform. This role delivers timely, accurate, and compliant support across phone, email, and chat while building trust and positive customer relationships.
This position is well-suited for someone who enjoys helping others, values consistency and structure, and can remain patient and professional in a fast-paced, phone-forward support environment.

Requirements

• Patient, resilient, and able to remain calm when supporting frustrated or upset customers
• Comfortable educating and reassuring customers who may struggle with technology
• Reliable, self-managed, and interested in a stable, long-term role
• Organized and detail-oriented, with respect for process and accuracy
• Confident communicating clearly and professionally, both verbally and in writing
• Comfortable working in a structured, performance-focused environment
• High school diploma or equivalent required
• Comfortable using CRM systems and phone-based support tools
• Willingness to follow defined processes and handle sensitive information with care

Nice To Haves

• Prior customer service or SaaS support experience preferred, but not required
• Experience in a professional, office, or corporate customer service environment is a plus

Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat, handling a consistent daily call volume (approximately 60 calls per day)
• Educate and guide customer, many of whom are not software-savvy, through Foley’s SaaS platform and processes
• Troubleshoot issues and provide clear, accurate, and compliant solutions
• Support clients, drivers, and candidates with DOT and FCRA related questions
• Review, process, and verify driver, compliance, and employment documentation
• Conduct employment verifications and collect required information
• Accurately document customer interactions and outcomes in CRM tools, including Microsoft Dynamics 365
• Use phone queues and tools such as Dialpad to manage call flow efficiently
• Escalate complex issues appropriately and collaborate with internal teams
• Deliver professional, high-quality service that reflects Foley’s brand and commitment to trust

Benefits

• Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED