User Support Associate

Edenred•Waltham, MA

About The Position

The User Support Associate (USA) role is your opportunity to build a meaningful career while doing what you do best, helping people and solving problems. As the frontline voice of US Benefits & Engagement, you'll connect with users across phone and digital channels to deliver exceptional service experiences. This isn't just a support job; it's a foundation-building role designed for high-potential individuals who want to grow with us. You'll receive structured training, ongoing coaching, and clear pathways to advance into senior support, specialist, or leadership roles. What makes this role special: Growth-focused: We invest in developing our people with training and advancement opportunities Variety: Every day brings new challenges across multiple communication channels Impact: Your positive attitude and problem-solving skills directly improve our customers' experience Team environment: Work alongside supportive colleagues and mentors who want you to succeed If you're naturally friendly, love helping people, and are eager to build expertise in a professional environment, we want to meet you. Why Join US Benefits & Engagement? This isn't just another customer service job; it's a launchpad for your career in Customer Experience. What You'll Gain: Clear career path: Advancement opportunities from Associate to Senior Associate, Specialist/Lead, Supervisor, or other departmental paths Structured training: Comprehensive onboarding plus ongoing learning and development Supportive culture: Work with a team that celebrates wins and helps you grow Competitive benefits: Health insurance, PTO, 401(k), and more Stability & growth: Join a global leader in employee benefits and engagement solutions Real impact: Your work directly improves the experience of thousands of users Our Commitment to You: We believe in promoting from within. Many of our current team leads, specialists, and managers started exactly where you'll start, as User Support Associates. We invest in our people because your success is our success.

Requirements

Naturally friendly and personable – You genuinely enjoy talking to people and making their day better
Positive attitude – You stay upbeat even when facing challenges or difficult situations
Professional demeanor – You communicate clearly and represent our brand with pride
Customer focus – You put the user first and take ownership of their experience
Strong communication – You express yourself clearly in writing and conversation
Problem-solving mindset – You think critically and creatively to find solutions
Adaptability – You embrace change, learn quickly, and adjust to new processes
Process adherence – You follow established procedures while knowing when to escalate
A minimum of 1 year of customer service or customer-facing experience (retail, hospitality, call center, tech support, or similar roles)
High school diploma or equivalent. An equivalent combination of education and experience will be considered.

Nice To Haves

Bachelor's degree in a relevant field
Experience with multi-channel support (phone, email, chat)
Familiarity with CRM systems or ticketing platforms
Previous experience in a metrics-driven environment

Responsibilities

Connect with users daily through phone and digital channels via ticketing systems to resolve issues and answer questions
Deliver exceptional service by meeting quality, satisfaction, and response time goals that ensure users feel heard and helped
Document interactions thoroughly to maintain accurate records and enable seamless follow-up
Collaborate with your team by escalating complex issues to Senior Associates, Principals, and Supervisors when needed
Become a product expert by continuously learning about our solutions, policies, and best practices to educate and empower users
Contribute to team success by taking on additional projects and responsibilities as needed