[Remote] Customer Support Agent

Note: The job is a remote job and is open to candidates in USA. Motus is the industry leader in vehicle reimbursement and risk mitigation solutions for employees who drive. They are seeking a proactive and empathetic Customer Support Agent to be the first point of contact for customers, helping them resolve issues and ensuring a seamless experience with their products and services. 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 Skills 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 Ability to work after hours and on weekends as needed 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 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 Company Overview Motus is the most accurate vehicle management and reimbursement platform available. It was founded in 2004, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is