Customer Support Agent

Motus

5d•$20 - $20•Remote

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 role is perfect for those who value providing guidance and support to users across a variety of everyday challenges. You will work a regular schedule (9am – 6pm ET or 8am - 5pm ET), and 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!

Requirements

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
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 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